Service Desk Engineer - Team Lead at GVA Partners

Our client requires the service of a highly skilled IT Service Desk Engineer, Team Lead. The primary objective of the role is to provide first time resolution

Responsibilities:

• Responsible for managing Service Desk communications with end to end support.
• Responsible for Incident Handling, Service Requests and Escalation Management.
• Responsible for supervising & managing the day to day Service Desk activities.
• Responsible for incident, requests, escalation management.
• Ensure 100% SLA compliance & Driving initiatives to improve SLAs by analysis and Responses
• Owner for Daily/Weekly/Monthly reviews for the tower
• Manage junior & senior service desk engineers and their performance.
• Professional and proactive approach in resolving End User issues

Requirements:

• Bachelor’s degree in computer science or any related discipline
• Minimum of 9 years’ experience in area of specialization
• Solid experience in a helpdesk or technical support environment
• ITIL Certified