L3 - Technology & Digital (End User Support) - Pune - Bacl

2 weeks ago

Pune Maharashtra, India Bajaj Auto Full time

**Experience**: 5 - 11 Years

**Location**: Pune RO (BACL)Maharashtra

**Nature of Job**: Business Support

**Job role**: MIS/IT

**Job Summary**:

- The End User Support Manager will oversee the end-user support team, ensuring efficient and effective resolution of technical issues. This role involves managing support operations, developing support strategies, and maintaining high levels of customer satisfaction.

**Key Responsibilities**:

- Lead and manage the end-user support team, providing guidance and support.
- Develop and implement support strategies to improve service delivery.
- Monitor and analyse support metrics to identify areas for improvement.
- Ensure timely and effective resolution of technical issues.
- Collaborate with other departments to address and resolve user issues.
- Maintain up-to-date knowledge of industry trends and best practices.
- Train and mentor support staff to enhance their skills and performance.
- Handle escalated support issues and provide solutions.
- Develop and maintain documentation for support processes and procedures.
- Manage IT asset inventory to ensure accurate tracking and reporting.
- Create and maintain ticket dashboards for higher management to provide insights into support operations.
- Ensure adherence to Service Level Agreements (SLAs) to maintain high standards of service delivery.
- Manage support operations for 3000 end users across India, ensuring consistent and high-quality service.

**Qualifications**:

- Bachelor’s degree in information technology, Computer Science, or a related field.
- Proven experience in a support management role.
- Strong leadership and team management skills.
- Excellent problem-solving and analytical abilities.
- Outstanding communication and interpersonal skills.
- Familiarity with support software and tools.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

**Technical Skills**:

- Experience with print servers.
- Proficiency in Office 365.
- Knowledge of ManageEngine Central Ops.
- Familiarity with ITSM tools.
- Experience with Active Directory.
- Understanding of VPN technologies.
- Experience in IT asset management.
- Ability to create and manage ticket dashboards.

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