[5:24 PM, 9/8/2016] +91 87933 42945: Dear Candidate,
Deluxe Entertainment Services Group Inc., a wholly-owned subsidiary of MacAndrews & Forbes Holdings Inc., is the leading provider of a broad range of entertainment industry services and technologies to major Hollywood Studios and an international client base.
The company began operations in 1915 out of the camera department of the Fox Film Corporation in Fort Lee, NJ. Over the years Deluxe became best known through the familiar “Color by Deluxe” trademark when the lab helped filmmakers create the magic of film by adjusting the color and density of the picture in the laboratory timing department. Today, Deluxe is the industry leader in color film processing and 35mm prints for theatrical exhibition.
Stereo D is the recognized leader in high-quality conversions of 2D theatrical content into stereoscopic 3D imagery. Formed in 2009 and acquired by Deluxe Entertainment Services Group Inc. in 2011, the company works with major motion picture studios, directors, cinematographers, and VFX supervisors to bring their vision of 3D storytelling to the screen. The company also provides end-to-end 3D production services on feature films, television productions and commercials.
The IT Service Desk/NOC Assistant Team Lead will serve as a point of contact for Service Desk Technicians to assist in quick, response, and effective resolution for a variety of systems and desktop related issues faced by end-users. They will work closely with the Team Lead/Manager carry out objectives that will result quality support and service being delivered. This position will be required to serve as the acting IT Service Desk Team Lead to cover the daily operations of the Service Desk.
Leads and enforces the flow and distribution of tickets by monitoring the Service Desk queues/email, updates tickets with new or vital information, and assigns work appropriately to Service Desk Technicians.
Technical Lead that serves as point person for questions and escalations.
Enforce processes and procedures while ensuring efficient and satisfactory service is delivered thus meeting or exceeding Balanced Scorecard metrics.
Maintains documentation for NOC operations.
Monitors NOC Alerts and takes the appropriate actions.
Functions as a subject matter expert for application and systems as required for the Service Desk.
Troubleshoot, isolate and diagnose hardware, software, network problem and provide resolution through discussions with users, documentation, and collaboration with other teams.
Documents solutions and procedures as needed.
Provides advance Active Directory support for the service desk and other tools/systems to ensure appropriate permissions and access to network for employees and affiliates.
Serves as an after-hours escalation resource for end-user support as scheduled and be available to cover other shifts as needed.
Ensure that all open tickets are appropriately updated within established time frames.
Participates in Change and Release Management activities.
Assist users in solving all company supported applications through remote login, voice, social media, and email.
Keep customers/peers informed of global problems, scheduled maintenance and/or activities that may affect the environment.
Oversees the preparation and publishing of shift turnover reports.
Generate reports (Daily, Weekly, and Monthly) for Service Desk IT technicians and/or management as needed.
In general, all other projects and/or assignments as requested by management.
Bachelor degree in related field, or equivalent knowledge.
Preferred Microsoft/Apple/Cisco certification.
Preferred 3 years of experience working in Service Desk/Technical Support.
Experience with NOC monitoring tools a strong plus.
Extensive knowledge/experience with Windows XP/Win 7 and Macintosh OS X.
Excellent knowledge in Microsoft Office 2007/10 with Outlook in an Exchange environment.
Hands on experience in MS Excel (Reporting) and Macros Knowledge are preferred.
Intensive knowledge of PC, network hardware, and software trouble-shooting.
Preferred remote support experience (RDP, SCCM, VDI , CITRIX) and for global end-users.
ITIL/HDI Foundation certification is preferred.
Familiarity with telecommunications services including VOIP, wireless, and video conferencing.
Excellent verbal and written communication skills are required.
Proficiency in a second language is helpful.
Strong interpersonal skills; including a courteous telephone aptitude, strong customer service abilities, and conflict management experience.
Ability to communicate technical information in an easy to understand manner.
The ability to lead, motivate, and mentor a highly productive Service Desk team in a fast pace environment.
High level understanding of business functions and the ability to discern impact of end user requests and defects in.
Broad current knowledge of information technology products, services, and processes.
Ability to quickly and effectively absorb and apply knowledge in a rapidly changing IT environment.
Ability to work individually, within a team, and with other groups.
Quickly learn and accurately follow established policies, processes, and procedures
One month after training period technician must be able to meet or exceed individual and respective team metric targets in areas such as ticket resolution, Customer Satisfaction scores, and ticket quality.