Sd Team Lead
Year Bengaluru, Karnataka, India
Job Description
A Career at HARMAN
As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you?ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.
IT Service Desk ? Team Lead 11B
Role and Responsibilities (Including, but not limited to)
- Lead and manage the floor as a supervisor for the SD Engineers
- Prepare and own the shift rosters and multiple other scheduled reports
- Act as a single point of contact for all modes of support escalations
- High level of understanding related to Incident, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs etc.
- Monitoring of IT Infrastructure ? Compute, Network, Database etc using monitoring tools and take actions as defined in procedure document
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
- 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, IPhone, Exchange & Active Directory)
- Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio & Project)
- Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closure
- Take ownership of user IT issues and follow up the status of problems with respective work groups on behalf of the end user
- Communicate progress on Incidents and Service Requests in a timely manner back to the end user
- To maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principles
- Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis
- Publishing support documentation to assist staff with requests for information & provide staff training if required
- Handling major incidents by coordinating with multiple teams
- An ITIL qualification (ITIL V3 and Edition 4) is preferable, but not essential
- Basic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP certification would be desirable
Demonstrated Experience
- Excellent communication skills (written and verbal) and telephone call handling etiquettes
- 3 to 4 years previous IT Service Desk experience required
- Incident Management experience (Managing incidents including business expectations and communication)
- Basic User & Security Group Active Directory administration
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2010
- Experience in using and troubleshooting Outlook (2010 and above) in a network environment (permissions, calendar sharing, delegation)
- Minimum Education: Graduate in Engineering or Science
Behavioral Attributes
- Strong communication skills, both verbal and written (English language)
- Good in monitor and reporting
- Work well in team environments and be self-motivated/self-starter
- Strong listening skills and ability to innovate and brainstorm around business ideas and needs
- A self-motivated achiever who gains satisfaction from providing excellent customer service
- Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results driven in 24*7 environment
- Able to derive results in an ambiguous setting and accomplish results in line with business needs
HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race,color, religion, sex, sexual orientation, gender identity, national origin,disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. (
www.harman.com )
Beware of fraud agents! do not pay money to get a job
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD3075932
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationBengaluru, Karnataka, India
-
EducationNot mentioned
-
ExperienceYear