Technical Lead, Service Desk
We’re the global leader in workspace scheduling technology. We make it easy to find and book space to meet up and work together. We provide workspace scheduling software to over 2,000 of the world’s biggest brands, integrating meeting room and workspace reservation solutions that help remove friction in the workplace and free businesses and their people up to get the most out of their working day.
Responsibilities:
- Supporting and Guiding new and existing customers around the globe via email, call, Jira
- Identifying customers’ needs, clarify information, research, provide solutions and/or alternatives.
- Documentation, recording and updating incidents and issues reported by customers on JIRA Tool
- Coordination with different departments around the world to provide the best solutions to customers.
- Rotational Shifts / on call
- Experienced of working on Microsoft technologies (Asp.net, C#, SQL).
- Excellent analytical skills with problem solving techniques.
- Escalation and major incident management experience.
- Teams technical mentoring, training and floor support.
About You:
- Experience of providing Support over call or email to Global clients.
- Ability to get to the root cause of the problem
- Hands on Experience for supporting technical issues and queries raised by the clients across the globe.
- Excellent communication skills to manage global clients
- Should be cognizant of incident management, problem management, change management and release management
- Experience in documenting, recording and updating incidents in ITSM tools
- Support Global Enterprise Customers.
- Strong Troubleshooting Skills.
- Provide in-depth analysis of incidents to determine root cause and solutions of technical issues
- Take complete ownership of user update for any escalated issues. Monitoring, tracking and reviewing the progress of an incident and keeping the customer informed.
- Ability to successfully handle multiple, complex engagements simultaneously.
Essential Skills
- Experience customer service and Exceptional communication skills.
- Experience of providing Support over call/email/ITSM tools to Global clients.
- Hands on Experience for supporting technical issues and queries raised by the clients
- Should be aware of ITIL best practices
- Troubleshooting and Analytical Skills
- Basic knowledge about .Net, SQL and other Microsoft technologies
- Basic knowledge about network and hardware troubleshooting
Nice To Have:
- Experience in Azure App Insights
Benefits:
- Free - Cab facility
- Health insurance fully paid – Spouse, Children and Parents
- Accident insurance fully paid
- Gratuity
- 25 annual holidays
- 7 paid sick days
- 10 public holidays
- Nightshift allowance
- On call allowance
Company Information:
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- Condeco are proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment for all employees