Location: North Goa/Hyderabad
Overview:
Manages a team of 3-6 Desktop Support Technicians and whose primary role is to provide a single point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, and maintaining all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance.
Your Responsibilities:
- Assist the team of Desktop Support Technicians in managing their time and priorities to give excellent end user support
- Provide 24/7, 365 response in the following areas: proactive issues to maintain infrastructure; troubleshooting/repair; address issues that come up with user requests, installs, configurations
- Maintain emphasis on the importance of maintenance, interoperability, integration, to ensure business continuity and performance
- Execute defined standards for process and policy documentation, change control, software testing and qualification to meet the expectations of the business
- Collaborate with other teams to ensure Service Levels (SLA’s) are in place and Key Performance measures KPI’s are defined and agreed to for Desktop Services
- Accountable for fulfilling SLAs on Desktop Support Ticket and Request queues
- Management of day to day activities ensuring focus on priorities, resolution of conflicts to meet services, improvement plans and risk remediation
- Act as a point of escalation for unresolved or escalated needs
- Establish and manage staffing levels using internal and external resources ensuring adequate daily and on-call support 365 days a year
- Ensure processes are in place to appropriately triage requests and issues and monitor as required employing continuous improves to increase the efficacy and effectiveness for the end user
Role Specific Responsibilities:
- Assist the team of Desktop Support Technicians in managing their time and priorities to give excellent end user support
- Provide 24/7, 365 response in the following areas: proactive issues to maintain infrastructure; troubleshooting/repair; address issues that come up with user requests, installs, configurations
- Maintain emphasis on the importance of maintenance, interoperability, integration, to ensure business continuity and performance
- Execute defined standards for process and policy documentation, change control, software testing and qualification to meet the expectations of the business
- Collaborate with other teams to ensure Service Levels (SLA’s) are in place and Key Performance measures KPI’s are defined and agreed to for Desktop Services
- Accountable for fulfilling SLAs on Desktop Support Ticket and Request queues
- Management of day to day activities ensuring focus on priorities, resolution of conflicts to meet services, improvement plans and risk remediation
- Act as a point of escalation for unresolved or escalated needs
- Establish and manage staffing levels using internal and external resources ensuring adequate daily and on-call support 365 days a year
- Ensure processes are in place to appropriately triage requests and issues and monitor as required employing continuous improves to increase the efficacy and effectiveness for the end user
Job Requirements:
- Education: Bachelor degree in Information Technology, Computer Science, Engineering or a related field
- Strong written and verbal communication skills
- Experience: 5+ years of experience in a customer facing IT role
- Minimum of 5 years’ experience in Desktop Systems
Working hours – US shifts (6:30pm – 3:30am)
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