Skills:
End User Services, End User Computing, Service Desk, CAPEX, OPEX, Remote Support,
Job Accountabilities (duties And Responsibilities)
- Manage overall operations and is responsible for the effective and successful management of the Incidents and the requests logged
- Provide technical expertise and fault resolution in order to ensure that all incidents and requests are actioned and resolved within agreed SLAs.
- Handle all types of escalations
- Ensure that departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met.
- IT Infra budgeting and Cost Management for both CAPEX and OPEX
- Stakeholder Management to provide seamless services to business
- Manage quality operations with knowledge of ITIL processes
Skills Required
- Effective communicator with good interpersonal and analytical skills
- Experience in administering strong technical knowledge in troubleshooting Windows & IOS platforms;
- Good working Knowledge of Networking, Active Directory, Exchange, MDM and Microsoft products like SCCM etc.
- Knowledge of ITIL processes
Experience & Qualifications
- MBA-IT/ BE / BTech or Equivalent
- 15+ years of experience
- ITIL Course
- Experience of service Delivery
- People Management & Vendor Management
- Knowledge of latest IT technologies
- Sound knowledge of End User computing
