Job Description - Lead Service Desk
Work Experience – 10 Years
· Serve as the technical expert for end-user computing, with in-depth knowledge
of hardware, software, and user requirements.
· Lead and manage a team of support professionals providing L1 and selected L2
end user support remotely and on-site.
· Lead, mentor, and develop the IT service desk team.
· Ensure timely resolution of incidents, requests, and escalations.
· Ensure proper documentation of processes, knowledge base articles,
and troubleshooting guides.
· Communicate effectively with senior management regarding service desk performance
· Identify recurring issues and drive root cause analysis.
· Develop and implement strategies to improve service desk efficiency.
· Providing 1st and 2nd Level-Support as part of an international Service Desk team with headquarter in Germany
· Evaluate, qualify and assign user requests in an ITIL-based ticket system
· Deliver local onsite support for installation and configuration of hardware and software in a heterogenous software environment
· Deliver remote support for software requests throughout the software lifecycle globally within the AERZEN Group
· Account- and permission-management (Active Directory)
· Coordination of tasks and projects with external IT service providers
· Collaboration with our regional IT Centers globally
· Active participation in the creation and maintenance of our Service Desk knowledgebase
· Improvement of our services by bringing in your experience and ideas
· Interaction with internal and external stakeholders
· Be willing to take on additional responsibilities and learning opportunities as they come up
· Stay updated with emerging technologies to enhance support capabilities.
Technical / Subject Knowledge
· Proficient English skills in written and spoken form
· International work experience preferred
· Motivated to learn and participate in our international team
· Strong technical knowledge in end-user computing technologies (Windows, macOS, Office 365, endpoint security, hardware).
· Proven experience in IT helpdesk operations, technical support, or end-user services.
· Experience supervising or leading a technical team in a service-oriented environment.
· Ability to manage multiple priorities in a fast-paced operational environment.
· Knowledge of ITSM frameworks (e.g., ITIL) is preferred.
· Experience with ITSM tools and incident management systems.
· Experience in creating training materials, SOPs, and service documentation.
· Exposure to inventory management tools and endpoint configuration technologies
Job Types: Full-time, Permanent
Pay: ₹1,200,000.00 - ₹1,500,000.00 per year
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
