You will be working for an IT service provider operating worldwide supporting our operative team in handling our international projects.
- Monitor teams assigned projects to insure they are completed on time.
- Able to execute all assigned projects quickly and efficiently with a sense of urgency.
- Responds to customer inquiries regarding technical issues and manage escalations.
- Support of laptops, desktops, tablets, smartphones telephony devices, printers, conference room equipment, infrastructure computing, Zoom.
- Monitor Service Request support for HW, SW installations, moves, adds and etc. at clients site.
- Lead a team of desktop engineers in handling all operational / escalation issue and all incidents.
- Handle customer's complaints and ensure customer satisfaction during closure.
- Coordinate activities related to the desktop environment with other IT teams including testing, change management, evaluations, and implementation.
- Perform monthly operation review & trend analysis.
- Support of onsite and offsite meetings.
- Manage stockroom activities
- Collecting and analyzing historical data using statistical tools
- Working with inventory management software to track inventory levels, set reorder points, manage purchase orders, and generate reports.
- Determining the safety levels to reduce the risk of missing and lost devices.
- Coordination with sales, logistics and production to streamline the inventory management process.
- Lead the Asset Management through its full lifecycle (plan, procure, assign, inventory, retire)
- Ownership of multiple sites wherever applicable.
- Create and execute project work plans and revise as appropriate to meet changing needs and requirements.
- Identify resources needed and assign individual responsibilities.
- Manage day-to-day operational aspects of a project and scope.
- Reviews deliverable prepared by team before passing to client.
- Identify resources needed and assign individual responsibilities.
- Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function
- Establish metrics to measure efficient use of existing systems and resources
- Activity Monitor team performance to ensure service levels and expectations are being met
- Provide leadership/support to ensure projects are staffed appropriately and timelines are met . Manage staff of engineers including effective on-call scheduling, performance coaching as well as the creation of personal development plans identifying opportunities for improvement to insure business needs are met.
- Work closely with field services staff to ensure proper escalation of technology issues
You already have:-
- Strong knowledge of desktop/laptop hardware
- Good knowledge of Win 10, Win 11 & MS Office
- Knowledge of Mac OS is preferred
- Understanding of daily operations and delivery processes
- Application / software installation and trouble shooting.
- Knowledge / exposure on ticketing tools (Service Now)
- Windows system administration
- Strong Troubleshooting Skills
- Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.
- Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.
- Understanding of active directory, networking
- Hardware, operating system & software knowledge
- Strong understanding of AMDB and CMDB architecture
