PRIMARY SKILLS

• 10+ Years of call taking profile with core Help Desk Skills
• Experience as Team lead of 5-6 member team.
• Experienced in Incident Management and good understanding of Change and Problem Management
• Basic Understanding of the Enterprise IT Infra set up
• Basic knowledge on Active Directory.
• 6+ years’ experience supporting wide multiple versions of operating system
• Basic O365 Administration using Office365 Admin Console.
• Strong writing and documentation skills a must including being able to train other Engineers as and when required.
• Good knowledge on trouble shooting email client issues like Outlook.
• Excellent Hardware and software troubleshooting skills
• Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
• Fluent in English, in both oral and written communication
• Good knowledge in Utility software technical knowledge such as Antivirus and others.
• 24x7 Rotational Shift, ability to working from office is preferred, location will be city with Yash Office.

DESIRABLE SKILLS





• Ability to influence others, delegate and support progress and to negotiate
• Good written and oral communication skills in English
• Logical and Analytical approach
• Able to understand the email flow issues internal & external
• End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).
• Demonstrate a high level of customer relationship skills which includes email etiquette.
• Good Communication skills, follow up skills, Willingness to work in rotational shifts
• Remote troubleshooting

ROLE AND RESPONSIBILITIES

• Driving key KPI improvement month on month
• Drive Knowledge Management , Process management, Client sign off
• Drive Key initiatives, CSIP, Automations , Customer Value additions
• Drive Ticket Reduction, Effort Reduction,
• Lead Client discussion on Key initiatives driving and outcomes
• Lead MSR/QBR , drive Ops as per Client Sen

📌 Associate Lead Consultant (Italia)
🏢 Yash Technologies
📍 Italia