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ING Life Insurance

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Website      www.inglife.co.in
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Lead - IT Service Operations

Act as the Team Leader for first line support to end users, responding to requests for assistance in a prompt and courteous manner while adhering to internal standards. Management of helpdesk team and responsible for driving performance against agreed Service Level Agreements (SLAs) Develop and implement procedures to provide high quality services both internally and externally Generate ideas and implement methods to improve call resolution. Responsible for putting in place enhanced reporting structures for early identification of product faults to minimize impact on business Improve efficiency and effectiveness of help desk activity by analyzing and proposing recommendations Manage staff levels and scheduling to provide full cover during required business Schedule and perform preventative maintenance Maintain and update a work order and/or work project system which includes regular status reports Maintain and manage the distribution and tracking of IT inventory, i.e. software, hardware, licenses and recommend hardware/software purchases Ensure that all service tasks, scheduled and unscheduled, are performed promptly, and incidents are managed accordingly and escalated to the Infrastructure group when needed. Adhere to Helpdesk procedures and processes Build and maintain a knowledge base. Track trouble ticket resolution metrics against SLAs Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics. Skill Set Microsoft Certification + ITIL Certification. Graduated. Proficiency in: Microsoft Windows XP, Win7, Microsoft Office 2007/2010 Professional and/or other desktop applications ,Networking & TCP/IP protocols 4 6 years in a Help Desk or support role, with 6000+ users within a LAN/WAN environment An excellent troubleshooting ability, a keen interest in technology and strong organizational skills are essential Should have team managing skills Willingness to provide support after regular business hours as required Ability to work independently and within a fast-paced environment is also a requirement Salary:Not Disclosed by Recruiter Industry:Insurance Functional Area:IT Software - Application Programming, Maintenance Role Category:Admin/Maintenance/Security/Datawarehousing Role:Technical Support Engineer

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