Help Desk Supervisor - Networking (3-10 Yrs) Noida (Others)

The Help Desk Supervisors role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance.
-This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.
-The Help Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. We are looking for a motivated self-starter with desire to learn new technologies. Job Requirements : 1. Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and time frames. 2. Analyze performance of Help Desk activities and documented resolutions, identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems. 3. Report on ticket metrics and response times. 4. Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. 5. Design and enforce request handling and escalation policies and procedures. 6. Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. 7. Proficiency installing, configuring, troubleshooting, and maintaining desktop workstation devices, including PCs, Printers, Document Imaging Systems, Monitors, Battery Backup Systems, (both software and hardware component aspects). 8. Proficiency installing, troubleshooting, updating, and configuring desktop productivity applications on Microsoft Windows and Tune-up system performance. 9. Monitor and test fixes to ensure problems have been adequately resolved. 10. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. 11. Track and analyze trends in Help Desk requests and generate statistical reports. 12. Assess need for any system re configurations (minor or significant) based on request trends and make recommendations. 13. Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency. 14. Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users. 15. Oversee the development, implementation, and administration of help desk staff training. 16. Strong functional understanding of Windows 10 and the configuration or troubleshooting tasks necessary to achieve or restore user-desired functionality. 17. Understanding of IP networking, knowledge of the procedures used to troubleshoot network issues, and the ability to diagnose and resolve networking issues/conflicts. 18. Understanding of system/network security risks and familiarity with tools necessary to verify and scan for vulnerabilities. 19. Strong understanding of MS Active Directory and MS Exchange Email is a plus. 20. Ability to adapt and excel in a fast-paced, heterogeneous environment. 21. Hands on experience on CISCO router and switch will be added advantage. 22. Familiarity with networking protocols: TCP/IP, DNS, DHCP, HTTP, FTP, SFTP etc. 23. Windows and Networking A highly preferred. Experience : - Demonstrated progressive experience in the supervision of a technical support team.
-Proven track record of developing and providing Service Level Agreements and Help Desk deliverable.
-Solid relationship management and performance management skills.
-Ability to motivate and direct staff members and subordinates.
-Exceptional written and oral communication skills.
-Exceptional interpersonal skills, with a focus on listening and questioning skills.
-Strong documentation skills.
-Ability to conduct research into a wide range of computing issues as required.
-Ability to absorb and retain information quickly.
-Ability to present ideas in user-friendly language to non-technical staff and end users.
-Keen attention to detail.
-Proven analytical and problem-solving abilities.
-Ability to effectively prioritize and execute tasks in a high-pressure environment.
-Exceptional customer service orientation.
-Experience working in a team-oriented, collaborative environment.
-Graduate in computer science required. (BCA, B.S (IT), DOEACC (A/B level)) - 4 years computer/technical experience in a management role - Must be able to pass a background check.
-Ability to work weekends and nights as needed.

Required Skills : English