JOB SUMMARY
Supervise and manage a team of IT desktop support technical specialists and provide effective and timely day-to-day IT desktop support, advice, guidance and diagnosis, and timely problem resolution for clients. A client focused; service excellence delivery orientation is critical to success in this role. The role will be responsible for inspiring and motivating team members with regular encouragement.
Responsibilities
- Supervise and manage an IT desktop support team in a high-volume Shared Services unit to achieve operational outcomes. Manage the day-to-day work activities of the team, including timelines, expected customer experience, and prioritising and allocating workflow.
- Provide timely and effective advice, information, and expert technical interpretation on complex IT desktop support matters, in a manner easily interpreted by stakeholders.
- Be the key IT Desktop Support point of contact and review all feedback channels regularly to gauge customer experience and service quality.
- Manage complex and competing demands with multiple stakeholders and actively manage systems for logging, monitoring, resolving, and referring IT desktop support activities. Evaluate and respond to complex or contentious operational or service delivery issues to ensure that financial, reputational, and business risks are minimised.
- Monitor, review and analyse incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution. Manage the consistent use of agreed tools and methods to address and resolve user identified problems.
- Supervise and provide IT desktop support for a range of devices, hardware, software, network, systems, and other computing related technologies. Services include technical support in the diagnosis and resolution of complex software and hardware incidents, requests, and problems. Troubleshoot and provide fast support via remote desktop connections.
- Coordinate and oversee user accounts creation, monitoring and maintenance, access levels and permissions, and implementation of systems resource use policies in accordance with security procedures and delegations.
- Collaborate with client areas and the IT Services Division, to coordinate, schedule, install, configure, integrate, and analyse end user hardware and/or software, devices, peripherals and applications. Monitor installations effectiveness and compliance and ensure configuration management records are maintained.
- Oversee and provide (where applicable) end user specialist research IT infrastructure and interface support including support for specific applications.
- Develop, plan, and manage IT Desktop Support projects and programs.
- Seek opportunities for enhancing the IT Desktop Support services through collaboration with peer, colleagues, and other stakeholders, to maximise efficiency, leverage collective knowledge, and deliver integrated client services.
- Providing extensive support for new joiner's systems onboarding and offboarding regarding hardware and software applications.
- Provide technical assistance and support for incoming queries and issues related IT support, Meeting rooms, Video Conferencing support, VIP support.
- Implement best practices for scalability, supportability, ease of maintenance, and system performance.
- Delegating tasks and achieving daily, weekly, and monthly goals for your internal team.
- Addressing major incidents user tickets regarding hardware, software and networking
- Ensure all SLAs are met measuring daily, weekly and monthly KPIs.
- Ensure 100% compliance to IT business processes organisation policies.
Technical Experience: -
- Excellent troubleshooting knowledge of hardware and software's (Desktop, laptops, printers, Wi-Fi/Network, office applications installation and configuration).
- Excellent knowledge of Dell and HP workstation hardware.
- Extensive knowledge on configuration/ reconfiguration of client machines to ensure optimum performance and service availability to all users.
- Hands on Experience in DHCP, DNS, Active Directory management (users and computers, sites and zones, GPO management, etc)
- Good knowledge on DFS, File server and Printer Servers.
- Strong understanding of Office 365 and Outlook.
- In-depth knowledge of performance metrics
- Hands-on experience with Linux, Microsoft Operating Systems (OS) installation /re-installation, upgrades, patches for desktops when necessary.
- Understanding of IP protocols, networking and domain administration.
- Hands-on experience in data migration and restoration for end user's computers.
- Good knowledge on technical, diagnostic, and Core, Business & Corporate Application troubleshooting skills.
- Provide support for Konica Printers, Dell hardware problems and remain involved in the resolution process.
- Working with cross-functional project teams to implement highly available solutions using Microsoft technologies.
- Ability to work closely with the internal software deployment team.
- Good knowledge on request management, incident management and change management from ServiceNow ticketing tool.
- Proven work experience as a Desktop Support Team Lead, Technical Support Team Lead, or similar role.
- Strong communication skills, both written and verbal.
Qualifications: -
- BCA/ BTech / Graduate Science.
- ITIL V4 Foundation certified.
- Certification in MD100, MCSA or MCP (Microsoft Certified Professional) or similar technologies.
Mandatory Skills
technical support, IT Support, hardware troubleshooting, Windows Installation, networking
Desirable Skills
Microsoft Certified Professional, ITIL Certified, End User Support, desktop support, Team Leading, Desktop Administration, Laptop Support
