Team Lead - IT Helpdesk
Tasks
- Audit tickets and coach team
- Configure and manage user accounts permissions and licenses
- Deploy and manage applications through Intune
- Develop daily weekly and monthly help desk reports
- Handle escalations and aggressive users
- Identify and communicate risks affecting deadlines
- Maintain ITSM tool workflows and processes
- Maintain help desk KPIs and KRAs
- Manage and maintain Office 365 environment
- Manage help desk call logging system
- Manage incident, change, and problem management
- Manage training and daily SLA reporting
- Monitor service desk calls response times and customer satisfaction
- Protect intellectual property and adhere to policies and procedures
- Provide technical support to end-users
- Support hardware and software
- Troubleshoot and resolve Office 365 issues
Perks/Benefits
- N/A
Skills/Tech-stack
Active Directory | Change Management | Customer Relationship Management | Customer relationship | DLP | Defender | Device Management | Exchange Online | ITIL | ITSM | Incident Management | Intune | MAM | MDM | Microsoft Security | Microsoft Security and Compliance | Mobile Device Management | Networking | Office 365 | OneDrive | Outlook | Powershell | Printers | Problem Management | Relationship Management | Security and Compliance | SharePoint Online | Teams | Windows 10 | Windows 11
Education
N/A
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