Career Details

 JOB DESCRIPTION:

   OperationalManagement

·        Administer and ManageTechnical Support function.

·        Ensure to adhere withagreed SLA. Review SLA reports, identify improvements and implement them on amonthly basis.

·        Document, track, andmonitor all help desk interactions to ensure a timely resolution and maintainthorough communication with the user until the help desk request can be closed.

·        Demonstrates strongknowledge of commonly used concepts, practices, and procedures within ITindustry standards and corporate help desk procedures.

·        Uses stronganalytical skills to diagnose problems (hardware, software, network, etc.) anddetermines appropriate solutions.

·        Effectively manageEvent, Incident, Problem and Change management processes.

·        All applicationsinstalled on endpoint devices are accessing servers. Strong knowledge of clientserver architecture, especially on the Windows platform, is required. Regularliaisoning with the server team will have to be ensured.

·        Interactions andmeetings with service vendors and service providers to be ensured.

·        Maintains accuratehardware, software, consumables inventory.

·        Understanding of theday to day operations and experience in delivering improvement initiatives andproviding Key KPI s. Bringing and bridging teams to work as one for the overallbenefit of the business.

·        Deep knowledge ofadministration and service processes. Expert knowledge in the requiredfunctional area

·        Organize trainingand/or decide for a team member to receive training on the latest and bestpractices in handling help desk related issues

·        Provide managementreport on periodic basis, portray IT dashboard and presentations.

Desired Skillset

·        Bachelor (4-year)degree, with a technical major, such as engineering, BSc (IT), or computerScience.

·        At least 3 years ofproven work experience as a Help desk team leader and should have experience ofhandling a minimum of 10-15 people team.

·        Excellent written andverbal communication skills.

·        ITIL Foundationcertification is a plus.

·        MCA/MCSE- Windows10/11 and Windows server 2016 and above

CoreCompetencies:

·      ServiceOrientation – Should be aware of both - the internal as well as externalcustomers and their needs; and is committed to meeting the customers’ evolving,long-term needs – the focus is on SERVICE

·      ResultOrientation – Should be able to direct efforts towards developing andimplementing realistic action plans to meet business objectives; with a senseof urgency – the focus is on achieving RESULTS

·      Initiative –Onemust not only understand and accept the responsibilities towards his/her job;but also proactively works towards identifying challenges and its resolution –the focus is on seeking SOLUTIONS

·      Professionalism– Shouldhave in-depth knowledge of all functions and displays not only requiredskill-set, but also ethics and integrity while conducting the job  – the focus is on PROFESSIONALISM

·      Cooperation– Onemust ensure completion of all tasks at hand and simultaneously extends supportto team members and displays joint ownership towards achieving businessobjectives    – the focus is on TEAMWORK

·      Communication/Feedback– Shouldbelieve in providing feedback to other associates and receiving feedbacks toenhance performance, thereby meeting business objectives – the focus is on OPENCOMMUNICATION

HiringProcess:

Your interaction with us will include,but not be limited to,

-         Technical/ HR Interviews

-         Technical/ Behavioral Assessments

Finally, our people are our most valuable asset; if you agree with us onthis, we would love to meet you!