IT Service Desk - Team Leader Resume - Hire IT People

SUMMARY:

4 of experience in the areas of IT Services delivery, dealing from Helpdesk Management, Service Desk Management and Team Management.
Strong communication skill both verbal and written, growing interpersonal relationship, team management skill, Team member grooming and them for new projects and implementing them.
Analytical skills with proficiency at learning new concepts quickly and utilising the same in a productive manner.

ORGANISATIONAL EXPERIENCE:

Confidential

IT Service Desk - Team Leader

Responsibilities:

Responsible for service desk management, incident & problem management, vendor management consultation to meet client requirements. Work closely with the enterprise it and contribute in defining, maintaining, rollout and enforcement of the overall standards, policies, procedures across business units
Responsible for assuring users are provided efficient and timely first and second level support .performs staff scheduling to ensure service desk coverage during normal business hours and on-call support as required.
Monitors incident (P1 & P2) and follows up with assigned personnel to ensure timely resolution of problems invokes problem escalation procedures to coordinate recovery.
Ensure relevant service level agreements ( SLA) managed, monitored and reported or communicated to customers whenever required.
Ensures that daily, weekly, and monthly reports are published as per management requirement geographically.
Manages the service desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
Coordinates requirements of service desk personnel,
Identify the objectives for service desk services and their supporting infrastructure. Agree performance measures and, as appropriate, targets. Manage, monitor and report on the performance of the service desk.
Develop and manage relationships with vendors internal & external to support staff augmentation and systems support.

Confidential

Service Desk Coordinator

Responsibilities:

Troubleshooting of desktop related problem.
Respond to Various lotus mail problems etc.
Report management
Track call closure as per SLAs
Escalate (probable) SLA violations at the earliest possible
Compile & maintain vendor data for every service managed in the respective locations
Generating the daily, Weekly and Monthly reports of North Location as well as Delhi location, and sending all scheduled reports on time.
Providing the support on RSA to end user through remotely