Description
Understand the values and vision of the organization and align the activities accordingly
Protect the Intellectual Property
Adhere to all the policies and procedures
Manage the help desk call logging system and ensure it is fit for purpose
Take an overview of service desk calls, response times and customer satisfaction
Understand and assist in compliance with software license requirements
Offer hardware and software support as necessary
Contribute to management meetings as required
Handle Escalations, Handling aggressive users & Reporting
Manage Training & daily SLA reporting
Should manage the team independently
Audit tickets and coaches the team to enhance performance.
Motivate Team, Conduct Reviews & Provide Feedback
Maintain healthy KPIs & KRAs.
Technical knowledge in L2 level for Win 10 & 11, O365, outlook, mobile devices, Networking, Printers.
Manage and maintain Office 365 workplace, including Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
Exposure into Server and Network
Exposure into Active Directory.




Should have knowledge of ITSM tool, ITIL, People, Incident, Change Problem Management
Develop daily, weekly, and monthly reports on help desk team’s productivity
Keep abreast of changes and trends in system information and technology updates

Essential Skills

Job
Excellent written and verbal communication skills are essential
Must be proficient in Customer Relationship Management
Must be energetic, adaptable and possess perseverance skills
Technical knowledge in L2 level for Manage and maintain Office 365 environment, including Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
Working knowledge on security and compliance for DLP, Data lifecycle Management, Information protection.
Configure and manage user accounts, permissions, and licenses.
Troubleshoot and resolve Office 365-related issues.
Manage and configure Intune for mobile device ma

📌 Team Lead Telangana (India)
🏢 The Hackett Group
📍 India