Qyrus · 13 hours ago
Service Desk Lead
Chicago, IL
Full-time
Onsite
Senior LevelQyrus is an AI-powered, codeless SaaS platform for automated software testing. They are seeking a Service Desk Lead to manage service requests, provide second or third-line support, and ensure customer satisfaction while maintaining policies and procedures for service desk functions.
Artificial Intelligence (AI)Information ServicesSoftware
Hiring Manager
Meena Kovoor
Responsibilities
Receives and handles requests for service, following agreed procedures
Promptly attends calls and escalates to appropriate team members if required
Understand and interpret user problems and identify solutions and possible side effects, providing an alternate solution if not possible from the system
Escalates complex or unresolved incidents with the team or outside the team
Maintains records, informs users about the process, and advises relevant persons of actions taken
Acts as the routine contact point, receiving and handling requests for support
Provides second or third-line investigation and diagnosis and promptly allocates unresolved issues as appropriate
Contributes to the creation of support documentation
Maintains policy, standards, and procedures for service desk functions
Maintains and monitors hardware/software inventory database to ensure compliance
Track and renew hardware and software maintenance agreements and warranties
Aware of the ITIL process
Ensures and works towards achieving 100% customer satisfaction
Works independently with limited handholding from seniors
Provides regular updates and collaborates with team members
Ready to start working early ( to overlap with IST time zone)
Qualification
Required
Receives and handles requests for service, following agreed procedures
Promptly attends calls and escalates to appropriate team members if required
Understand and interpret user problems and identify solutions and possible side effects, providing an alternate solution if not possible from the system
Escalates complex or unresolved incidents with the team or outside the team
Maintains records, informs users about the process, and advises relevant persons of actions taken
Acts as the routine contact point, receiving and handling requests for support
Provides second or third-line investigation and diagnosis and promptly allocates unresolved issues as appropriate
Contributes to the creation of support documentation
Maintains policy, standards, and procedures for service desk functions
Maintains and monitors hardware/software inventory database to ensure compliance
Track and renew hardware and software maintenance agreements and warranties
Aware of the ITIL process
Ensures and works towards achieving 100% customer satisfaction
Works independently with limited handholding from seniors
Provides regular updates and collaborates with team members
Ready to start working early (to overlap with IST time zone)
Possesses significant current technical knowledge of IT hardware and software support
Knowledge of ticketing tool and experience of working as an IT support in an organisation
Knowledge of Endpoint security tools like Sophos, Sentinel, Proxy etc
Aware of patching of the endpoint
Knowledge of Microsoft Office application suite
Knowledge of configuring and troubleshooting Outlook, MS Teams, and OneDrive clients
Knowledge of basic LAN & WIFI and troubleshooting
Good troubleshooting skill
Knowledge of Servers and Server hardware
Preferred
Endpoint Management tools like Desktop Central
Mobile Device Management Tools like Air Watch, Intune, Soti, etc
Good working experience with Mac OS
Company
Qyrus
Qyrus is a platform designed for intelligent automation that facilitates testing across Web, Mobile, API, and Omnichannel domains. It is a sub-organization of Quinnox.
201-500 employees
H1B Sponsorship
Qyrus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (36)
2024 (31)
2023 (39)
2022 (42)
2021 (20)
2020 (47)
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase