At Cloudely, we work with a single mission: Transform the way clients experience Product & Implementation, Development, and Support.

Growth is a journey and never a destination. We are constantly thriving to grow in gaining the trust of clients globally in offering services across Salesforce, Oracle, Robotic Process Automation, DevOps, Web, and Mobile Programming to name a few. And we are just getting started!

We have fabulous opportunities for you to grow along with us! 

At Cloudely, you will get what you are looking for: the scope to learn, prove and grow. We are now actively seeking success-hungry candidates who want to grow in the domain of Service.

Role: Service Desk Lead

Experience: 6 to 9 years

Location: Hyderabad

Job Description:
 Total : 3 - 4 years’ experience in Help Desk, Information Management, or Customer Service
delivery field
 Relevant : 1-2 years of supervisory experience in managing technical Service desk or technical
call center
 Provide technical expertise to the Service desk team
 Act as technical liaison between Service desk and IM support groups
 Maintain technical skill continuity and consistency of Service desk staff
 Ensure continuous improvement of services provided by the Service desk
 Provide telephone support to customer end users
 Provide Problem Management System support activities
 Work with Application and Infrastructure Development teams to ensure a smooth transition of
new hardware and s/w into support by the HD
 Includes preparation of Service desk staff to support new technology
 Maintain skills inventory of Service desk analysts and Work Request coordinators:
 Evaluate technical skills
 Develop and maintain Training Plan
 Liaison between Service desk and other groups on technical support issues:
 Proactively work with other groups on normal process support issues
 Reactively work with other groups to gather technical information in the case of outages,
reduced services, emergencies or other exceptions from the normal process
 Update, organize, create an easy electronic access to all Service desk documentation, including
manuals, scripts, processes, process flow charts
 Notification Escalation list, Service desk weekly schedule, support documentation, etc.
 Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools,
Live Barging, and Incident logging tool.
 Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker
for the call monitoring carried out.
 Develop processes to streamline the daily functioning of the Service desk including:

 Work distribution
 Monitoring phone queue and email box
 User follow-up
 Closing tickets
 Maintaining front end message
 Work closely with Service desk manager to implement technical action items related to the
Service desk
 Assist Service desk manager in analyzing Service desk group and individual statistics:
 Ensure implementation of BOP (Best Operating Practices) in the Service desk
 Establish communication link with other zones relative to technical and support environment
 Should keep knowledge updated by going through documentation periodically and also update
the documentation whenever there is a new process or change in process.
 Manage small Service desk related projects.
 Backup Service desk Manager when Service desk Manager is out.
 Documentation of Service desk processes
 Provide hardware, software, network problem diagnosis and resolution via the telephone for
customer end users
 Route problems to internal IM support staff
 Coordinate and manage relationships with vendors and support staff who provide hardware,
software, network problem resolution
 Administer and provide User Access and Exit controls
 Use the Call Tracking System to document and manage problems and work requests and their
respective resolutions and circumvention'
 Problem Management System support activities: admin, technical updates, troubleshooting,
vendor relationship management

Must Have’s:
 Phone support experience necessary.
 Technical Service desk or technical call center experience is necessary.
 Disciplined, systematic problem solving skills required.
 Hands-on work experience with the following:
 Windows Operating systems
 Clients: Windows 10, Windows7, Windows Vista, Windows XP, Windows 2000
 Knowledge of Active Directory, Exchange 2003/2007
 ITSM ticketing tools such as ServiceNow, Remedy, HP Service Center, Peregrine Service Center
 User account creation for Active Directory, Exchange Mailboxes, Distribution lists
 Remote desktop connectivity applications like SCCM,Teams, Bomgar, WebEx, Live Meeting, and
Windows Native tools.
 MS Office Suite (XP, 2003, 2007, O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS
Project, and MS Visio
 Internet browsers (e.g. Explorer, Edge, Chrome, Firefox),
 VPN and remote dial-in users
 Support for laptop, desktops, and printers
 PDA, iPhone, Android and blackberry support

 Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
 Excellent communication and conversation skills (Verbal and Written)
 Good documentation skills
 Good working knowledge of MS OFFICE (Including MS Project and Visio)
 Should have a great customer handling skills
 Able to handle unforeseen situations
 High level of acceptance
 Can drive Zensar’s value and its methodology
 Ability to successfully provide hardware/software/network problem analysis and resolution
support over the phone
 Personal dedication to providing high quality, superior service at all times. Ability to finish what
is started is a must.
 Ability to integrate as a cross-functional, team player in a fast-paced environment where all
information is shared.
 Ability to learn new information quickly and the willingness to do so at all times.
 Ability to work flexible hours from time to time to cover for other Service desk staff and to be on
call via pager during the week.

Good to Have:
 Demonstrates knowledge on Quality Management Program.
 Preferred MCP/MSCE/MSCA/MCITP or HDI CSS
 ITIL knowledge of V2 or V3 or V4 especially on Service Desk, Incident, Problem, and Change
Management preferred

The way to your dream job and organization is just a click away. Share your resume at [email protected]. To know more about us, please visit www.cloudely.com.