Advisor, Desktop Support

2 weeks ago

Noida Uttar Pradesh, India Fiserv, Inc. Full time

**Calling all innovators - find your future at Fiserv.**

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

**Job Title**

Advisor, Desktop Support

**Role: Manager Desktop Support - EUC**

**Department Information Technology, Global Services - FGS**

**Reporting to**:Director of IT**

**_ Role Objective_**
- Fiserv is looking for Operational Manager who will join End User Computing team within FTS. This role will make a major contribution to IT EUC Operations success by managing the EUC team and _providing infrastructure and EUC support to various EUC related issues._
- As a technical expert & Operational Expert, work closely with technical leads, project teams, Product owners, Testing teams and Operation teams to build and implement end-to-end Infrastructure and EUC functionalities._
- There must be an intense focus on improving systems availability and resilience through, High Availability solutions, standardization and automation. _

**_Position Overview:_**_ We are seeking a highly skilled and experienced IT Tech Lead with expertise in operations management, end user support, and AV (Audiovisual) support. As the IT Tech Lead, you will be responsible for overseeing and coordinating the day-to-day IT operations, providing technical support to end users, and managing AV systems within our organization. This role requires strong leadership abilities, technical proficiency, and a customer-centric approach._

**_ Responsibilities:_**

**IT Operations Management**:

- Develop and implement IT policies, procedures, and standards to ensure smooth and efficient operations. This includes areas such as network infrastructure, server management, system backups, cybersecurity protocols, and AV systems.
- Oversee the maintenance and security of IT systems, including hardware, software, networks, infrastructure, and AV equipment. Ensure that all systems are up-to-date, properly patched, and compliant.
- Manage IT assets and inventory, including AV equipment, ensuring appropriate documentation, tracking, and efficient utilization of resources.
- Collaborate with cross-functional teams to identify and address IT operational needs and improvements. Work closely with department heads to understand their technology requirements and implement solutions that enhance productivity, efficiency, and AV capabilities.

**End User Support**:

- Serve as a technical escalation point and provide expert-level support to end users. Troubleshoot and resolve complex technical issues, ensuring timely resolution and customer satisfaction.
- Coordinate and prioritize end user support requests, ensuring efficient ticket management and adherence to service level agreements (SLAs).
- Conduct root cause analysis of recurring issues and implement preventive measures to minimize future incidents.
- Collaborate with internal and external technical teams for advanced troubleshooting and issue resolution.
- Develop and deliver end user training programs, workshops, and documentation to enhance self-service support and promote technology adoption, including AV systems.

**AV Support**:

- Manage and maintain AV equipment and systems, including projectors, displays, audio systems, video conferencing solutions, and related infrastructure.
- Provide technical support for AV setups, including troubleshooting connectivity, audio/video quality, and integration with other IT systems.
- Train end users on operating AV equipment and provide documentation for reference.

**Team Leadership**:

- Lead a team of IT support professionals, including AV support technicians, providing guidance, coaching, and performance management. Set clear expectations, monitor team performance, and provide regular feedback to ensure the team's success.
- Foster a positive and collaborative work environment, promoting professional development and knowledge sharing. Encourage continuous learning and stay updated with the latest technology trends and industry best practices.
- Delegate tasks and responsibilities to team members, ensuring efficient allocation of resources. Coordinate work schedules, prioritize projects, and manage workload distribution to ensure timely delivery of IT services, end user support, and AV support.

**Vendor Management**:

- Collaborate with external vendors to procure IT and AV equipment and services, ensuring cost-effectiveness and quality. Evaluate vendor proposals, negotiate contracts, and establish strong vendor relationships.
- Monitor vendor performance, adherence to SLAs, and customer satisfaction. Address any concerns or issues and escal

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