Senior Engineer - Desk Side Services, AMT Asset Management Software

Job Summary

Skill Requirement : Helpdesk Technition

Job Description : Job Title: Helpdesk Team Lead\\r\\n Department: IT / Technical Support\\r\\n Location: Bangalore \\r\\n Employment Type: Full-time\\r\\n________________________________________\\r\\n Job Summary\\r\\n The Helpdesk Team Lead will oversee the day-to-day operations of the IT Helpdesk, ensuring timely and effective resolution of technical issues and providing leadership to the helpdesk support team. This role requires strong technical knowledge, excellent communication skills, and proven experience in managing IT support functions to maintain high customer satisfaction and system reliability.\\r\\n________________________________________\\r\\n Key Responsibilities\\r\\n Leadership & Management\\r\\n• Lead, mentor, and support a team of Helpdesk Analysts/Technicians.\\r\\n• Monitor team performance through KPIs, SLAs, and ticket management systems.\\r\\n• Conduct regular team meetings, performance reviews, and training sessions.\\r\\n• Coordinate scheduling to ensure 24/7/365 coverage.\\r\\n Operational Support\\r\\n• Oversee helpdesk ticketing, prioritization, and escalation processes.\\r\\n• Ensure timely resolution of Level 1 and Level 2 support requests.\\r\\n• Act as an escalation point for complex or critical technical issues.\\r\\n• Collaborate with other IT teams to improve incident response and service quality.\\r\\n Process & Continuous Improvement\\r\\n• Develop and maintain standard operating procedures (SOPs) for helpdesk operations.\\r\\n• Analyze ticket trends to identify recurring issues and recommend long-term solutions.\\r\\n• Drive continuous improvement initiatives in support processes and user experience.\\r\\n• Participate in audits, compliance reviews, and reporting as required.\\r\\n Customer Service\\r\\n• Ensure high levels of customer satisfaction through professional communication and issue resolution.\\r\\n• Provide periodic reports on helpdesk performance and user feedback to management.\\r\\n• Foster a culture of accountability, ownership, and customer-centric support.\\r\\n________________________________________\\r\\n Qualifications\\r\\n Education:\\r\\n• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).\\r\\n Experience:\\r\\n• 6–8 years of experience in IT Helpdesk or Technical Support roles.\\r\\n• Minimum 1–2 years of team leadership or supervisory experience.\\r\\n Technical Skills:\\r\\n• Strong knowledge of Windows and macOS environments, Active Directory, Office 365, SNOW, VDI, VPN and networking basics.\\r\\n• Experience with ITSM or ticketing tools (e.g., Service Now, Jira).\\r\\n• Familiarity with remote support tools and endpoint management systems (e.g., Intune, SCCM).\\r\\n Soft Skills:\\r\\n• Excellent communication, interpersonal, and problem-solving skills.\\r\\n• Strong organizational and multitasking abilities.\\r\\n• Ability to manage and motivate a team in a fast-paced environment.\\r\\n• Customer-focused mindset with a commitment to service excellence.\\r\\n________________________________________\\r\\n Preferred Certifications\\r\\n• ITIL Foundation Certification\\r\\n• CompTIA A+, Network+, or Microsoft Certified Professional (MCP)\\r\\n• Leadership or management training/certification (optional)\\r\\n________________________________________\\r\\n Key Performance Indicators (KPIs)\\r\\n• SLA adherence and ticket resolution times\\r\\n• Customer satisfaction scores CSAT\\r\\n

Key Responsibilities

Skill Requirement : Helpdesk Technition

1. Maintain And Enhance Existing Asset Management Features By Troubleshooting Bugs And Resolving Ad-Hoc Requests, Ensuring High-Quality Code In Compliance With Business And Client Requirements.
2. Deliver Client Support Through Data Presentation, Ticket Resolution, And Daily Monitoring Of Client Needs, Ensuring Timely Completion Of Tasks In Accordance With Defined Quality Standards.
3. Create And Maintain Documentation For Cmmi Processes And Client Requirements To Facilitate Enhancements And Ensure Compliance With Operational Standards.
4. Provide Technical Guidance And Support To Junior Developers, Fostering Their Growth And Ensuring Adherence To Best Practices In Asset Management Services.

Skill Requirements

Skill Requirement : Helpdesk Technition

1. Proficient In Asset Management Services With A Strong Understanding Of Support And Operations Processes.
2. Familiarity With Coding Standards And Best Practices In Software Development.
3. Strong Analytical And Problem-Solving Skills To Troubleshoot And Resolve Issues Effectively.
4. Excellent Communication Skills To Interact With Clients And Team Members.

Other Requirements

Other Requirement : Helpdesk Technition