Global Helpdesk Governance requirement
Represent Desktop Operations in Global Helpdesk Operations meetings.
Review and Govern Global Help Desk level 1 and 2 teams based on Service Responsibility matrix.
Support and manage internal escalations.
Manage and Report on Global Helpdesk KPI and CSI.
Overall experience of 8-10 years.
Team Leading Experience 2-4 years.
University degree or equivalent in computer science or relevant field.
Knowledge of Desktop support.
Knowledge of Support KPI, reporting and proposing best practices of continuous improvement.
Knowledge of NOC operations responsible for monitoring alerts configured for servers, applications etc and subsequently resolving issues of L1 and L2 level complexity.
ITIL V4 certification.
Any other certification i.e. Linux, CCNA, CCNP, AWS etc – Good to have
Strong interpersonal skills and motivation.
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