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)
Key Responsibilities: 1. Talent Sourcing and Acquisition: · Collaborate with hiring managers to understand their technical requirements, skills, and qualifications...
Apply For This JobSimba Staffing Providing Practical on US IT RECRUITER, Practical on JOB PORTAL, Practical on ATS APPLICANT TRACKING SYSTEM & After...
Apply For This JobThe health and safety of our employees and candidates is very important to us. Due to the current situation related...
Apply For This Job– Oracle Forms Development Experience: 2+ years or more – Experience with Oracle Forms reports – Experience developing PL/SQL packages...
Apply For This JobSince 1993, EPAM Systems, Inc. (NYSE: EPAM) has leveraged its advanced software engineering heritage to become the foremost global digital...
Apply For This JobOm arbetsplatsen Lantmäteriet är den myndighet som kartlägger Sverige. Till våra uppgifter hör också att registrera och säkra ägandet av...
Apply For This Job