Kyndryl
Position: Team Lead Deskside Support Specialist
Client: Private client
Location: downtown Toronto, Ontario
Work arrangement: On-site
Type of hire: Contract
Duration: 2 years
Language: English (Bilingual nice to have)
Qualifications:
- 4 years of experience in a Team lead role, leading a Deskside support/ IT environment
- Ability to work under pressure with multiple deadlines and a sense of urgency, and escalate as necessary and expeditiously
- Possess client-first mentality
- Ability to communicate technical issues to business leaders
- Capabilities to work on multiple projects
- Problem solving – ability to solve the root problem and not just address the symptoms
Technical Skills:
- In depth knowledge of Windows, Android and iOS operating system
- Intune MDM & Windows Autopilot
- knowledge of ServiceNow ticketing platform
- M365, Exchange online admin and License administrator experience
- Providing technical guidance
- Developing bundles & programming scripts for application deployment
- Coordinate tasks & incidents to ensure all SLAs are met.
- On-boarding & Off-boarding of users
- Application installs & removals
- Applying Permissions
- Ensure team prompt answering of queues.
And taking up calls that team members require assistance with Previsioning:
- O365 Application, Exchange Email (Distribution List, Accounts, Shared Mailboxes)
- Group Policies
- Web Communication Apps (WebEx, MS Teams)
- Mobile Device Management Systems
- Active Directory Accounts
- Mobile Device Accounts (Phone Numbers, Voicemails, usernames)
- Work function Applications: ZenWork App Management, WebEx, DocSign, Adobe Creative Cloud, Toshiba Printer Services.
Responsibilities:
- Managing DSS queue in ServiceNow
- managing tickets and project work effectively
- Meet SLA for all tickets assigned to DSS group
- Review tickets and create action plan for any pending items
- Responding to, and solving VIP incidents 24×7
- Managing admin access for confidential account/critical system
- Support new projects such as Return to work project, Device upgrade project, currently working on Digital workplace project (Intune) and so on.
- Support client on weekends or any emergency call (On-demand)
- Dealing with different Vendors to get DSS job completed
- Supports end user, internal, escalated, and communications during critical service incidents and problems
- Supports individual team metrics and use results to help develop individuals and improve team performance
- Log and review client complaints and monitor same
- Providing technical guidance