Service desk team lead

Job Description:
7+ of years’ experience in Voice based service desk support. In that 3+ years of experience as a Service desk lead
Excellent written & Verbal communication skills
Experience in preparing monthly/weekly status reports.
Good knowledge in Excel and PPT
Possess ability to work independently and with minimal supervision.
Effectively communicate with other departments to manage any escalating issues in a timely manner.
Ability to read, comprehend and implement concepts from technical literature.
Must use active listening, empathy, critical thinking and have a positive attitude.
Strong analytical skills and the ability to work effectively on own and in a team environment.
Engage in proactive and reactive monitoring of Customer enterprise infrastructure utilizing multiple network monitoring tools.
Document and actively coordinate resolution of outages and incidents; assist in troubleshooting and pinpointing service outage components.
Document any priority issues for reference in the future.
Communicate regularly with other IT teams working on various issues and projects.
Coordinate efforts with third parties and vendors to resolve problems and issues as they arise.
Provide timely, comprehensive support to customers; achieve efficient resolution to outstanding problems or issues.
Apply knowledge of network resources and components, software monitoring tools, hardware, and the video, Internet, and telephone infrastructure.
Update process documentation and internal knowledge base to ensure all procedures are known and current.
Log all relevant incident/service request details, allocating categorization and prioritization codes.
Ensure that open support requests are updated in a timely manner keeping users informed of progress.
Identify when to escalate an advanced issues based on priority matrix.
Review flight delays to ensure they are being challenged or investigated appropriately.
Establish and maintain a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers.
Identify changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.
Provide first line support and triage.
Ensure the current and future service level requirements of customers are identified, understood, and documented in SLA and service level requirements documents.
Measure, record, analyze and improve customer satisfaction.
Other duties as required by IT Service Desk Operations.