- 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 environment, 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

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Essential Skills

Job

- Excellent written and verbal communication skills are essential
- Must be proficient in Customer Relationship Management
- Must be dynamic, flexible 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 management (MDM) and mobile application management (MAM).




- Deploy and manage applications through Intune.
- Provide technical support and assistance to end-users for Office 365 applications.
- Should have knowledge of ITSM tool, ITIL, People, Incident, Change Problem Management.
- Must have related experience and training in troubleshooting and providing help desk support
- Exhibit reactiveness and constructiveness at work such as suggesting innovative and pragmatic solutions
- Participate and lead projects as assigned
- Provide regular written status updates on projects to management and team without being prompted
- Must have a broad knowledge of fundamental operations of Office 365, SharePoint Online, Windows 10, Email clients, FTP clients, and Web browsers, home routers, Wi-Fi, NDS, DHCP, Virus and Spyware removal, mobile devices, Lenovo laptops and Macs.
- Identify and promptly communicate risks that may affect deadlines

Profession Skills

- Should understand business objectives and organization structure
- The candidate must have solid work ethics and trustworthiness
- The candidate should possess attention to detail and maintain confidentiality and integrity
- Must be highly collaborative and be a team player with commitment to excellence
- Ability to work under pressure to achieve the multiple daily deadlines for client deliverables with a mature approach.
- Strong understanding of Office 365 suite, including Exchange Online, SharePoint Online, OneDrive, and Teams.
- Working knowledge on Microsoft Security and Compliance portal to handle DLP, Risk Management, Defender.
- Experience with Intune for MDM and MAM.
- Excellent troubleshooting and problem-solving skills.
- Strong customer service orientation and interpersonal skills.
- Ability to communicate technical information clearly and concisely to both technical and non-technical audiences.
Experience with scripting languages (PowerShell, etc.) is a plus.

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Other Relevant Information

Should have knowledge of ITSM tool, ITIL, People, Incident, Change Problem Management & Microsoft certifications (MCP / MCITP / MCSE) would be added advantage

📌 Team Lead - IT Helpdesk (Telangana)
🏢 The Hackett Group
📍 Telangana