Lucknow, Uttar Pradesh
Job Summary
Service Desk - RDS - L2/Lead
Key Responsibilities
Technical Escalation & Resolution: Troubleshoot and resolve complex Level 2 incidents related to Windows Server, Remote Desktop Services, virtual desktop infrastructure (VDI), and remote access/VPN. Team Leadership & Mentorship: Lead a team of IT support specialists, manage work queues, and provide technical coaching on issues that exceed Level 1 capabilities. Service Delivery & SLAs: Monitor team performance to ensure Service Desk metrics (e.g., Average Handle Time, First Call Resolution, and SLA compliance) are strictly met. Incident & Problem Management: Manage the escalation path, coordinate with L3/backend engineering teams, and perform root-cause analysis on recurring incidents.
Skill Requirements
Advanced understanding of Microsoft Remote Desktop Services (RDS), Windows Servers, Active Directory, Office 365, VPN, and endpoint hardware.
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