Job Description
JD for Team Leader -IT Desktop Support
Exp- 4 to 6years
Np- 15days to Immediate
1. 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. The role assists the client portfolio to meet their goals in learning, teaching, research and administrative activities.
2. Manage the day-to-day work activities of the team, including timelines, expected customer experience, and prioritizing 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
3. Be the key IT Desktop Support point of contact for the client portfolio and proactively partner with managers in the portfolio to fully understand, anticipate and be responsive to their business needs. Review all feedback channels regularly to gauge customer experience and service quality.
4. 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.
5. Provide local IT asset management support and administration in accordance with IT Services Division, and Procurement & Licensing Office requirements. Manage and oversee the provision of eWaste services including identifying items for recycling or disposal; removing data from equipment, dismantling equipment, and arranging transportation for re-purposing or disposal in accordance with security, environment, health and safety procedures and standards.
6. Ticket Management Experience.
7. Good knowledge on Microsoft Office Tools.
8. Excellent verbal and written communication skills.
9. Flexibility to work in 24/7 work environment as per business requirement.
10. Additional Excel Skills Lookup, Pivots, Basic Formulas to derive pending days , to derive SLA’s etc
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