(LWA-710) - IT Helpdesk Manager

(LWA-710) - IT Helpdesk Manager

27 May
Alcor Solutions India Private Limited

27 May

Alcor Solutions India Private Limited


Alcor Solutions is seeking to hire a hands-on IT Help Desk Manager. We prefer immediate joiners/candidates who can join on short notice and will reward:

About Alcor:

Alcor is a global cloud advisory and implementation services company serving clients in multiple geographies including North America, Europe, Japan, and India. Alcor clients include global Fortune 500 companies, Government agencies, and leading organizations in multiple industry verticals.

Click here to know more about Alcor: http://www.alcortech.com

Roles and Responsibilities :

Manage the help desk team and evaluate performance

- Ensure customer service is timely and accurate on a daily basis

- Recruit,

train and support help desk representatives and technicians

- Set specific customer service standards

- Contribute to improving support by actively responding to queries and handling complaints

- Establish best practices through the entire technical support process

- Follow up with employees and customers to identify areas of improvement

- Develop daily, weekly and monthly reports on help desk teams productivity

- Provide employee/customer feedback to the appropriate internal teams, like product developers

- Respond to IT support requests from staff as related Office 365 cloud and desktop applications

- Perform Azure Active Directory and local Active Directory health checks and resolve synchronization issues

- Configure and deploy device policies through MDM/Intune baseline

- Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides

- Create end user documentation and troubleshooting guides for common issues or scenarios

- Coordinate with vendors on issue resolution


- 3+ years of progressive experience in IT systems supporting Office 365

- 3+ years experience (preferred) in supporting Office 365 including: SharePoint, Teams, Outlook, OneDrive, Groups, Yammer, etc

- Experience supporting users in hybrid on-premise and Azure Active Directory (AAD) environment

- Expert analytical, problem solving and IT troubleshooting skills (desktops, laptops, mobile)

- Must have experience with Microsoft Windows 10 in a corporate environment

- Knowledge of IP networking concepts, Wi-Fi, and remote access technologies

- Proven work experience as a Help desk manager

- Advanced skills and experience with Microsoft 

- Hands on experience with help desk and remote control software

- Solid technical background with an ability to give instructions to a non-technical audience

- Customer-service oriented with a problem-solving attitude

- Excellent written and verbal communications skills

- Team management skills

Role: IT Helpdesk Manager

Industry Type: IT Services & Consulting

Employment Type: Full Time, Permanent


BSc degree in Computer Science, Information Technology or relevant field

The original job offer can be found in Kit Job:

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