Service desk team lead vs level senior technician

Differences between service desk team lead and level senior technician duties and responsibilities

Service desk team lead example responsibilities.

• Best-Inform administrator managing application from UNIX server.
• Create base OS images for all new hardware.
• Provide support for VPN connection issues and remote access.
• Create metrics on all inbound and outbound calls using Cisco VOIP reporting tool.
• Use Citrix application to clear log in sessions for company applications and administer remotely to users offsite.
• Facilitate creation and implementation of continuous improvement ideas and processes base on industry best practices (ITIL).
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Level senior technician example responsibilities.

• Manage and support NT network/domain and associate services DNS, and DHCP.
• Update and manage BMC remedy ticketing system to follow timely resolution of all work orders.
• Create and manage numerous VMware installs for internal testing and utilization by the product phone support group.
• Manage tasks with minimal supervision, completing projects and services on schedule and meeting service level agreements (SLA) consistently.
• Develop and manage equipment inventory database, identify obsolete equipment and coordinate life-cycle replacement.
• Design and implement an inventory system using SharePoint providing a more efficient way to manage company assets.
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