IT Service Desk

6 hours ago

Noida, Uttar Pradesh, India Shiv Nadar School Full time ₹ 2,00,000 - ₹ 8,00,000 per year

Responsibilities:

Service Desk Management:

  • Act as the single point of contact for users seeking IT support.
  • Process incoming service requests from clients (via telephone, email, and other means).
  • Answer all incoming telephone calls on the Service Desk support line.
  • Create service tickets using the SNS ticketing system.
  • Assess ticket resolution timeframe and coordinate resolution schedule with clients.
  • Assign tickets to the appropriate SNS technical staff for resolution.
  • Provide regular updates to users regarding resolution and progress status.
  • Follow up with SNS technical staff to assess and promote ticket resolution escalate tickets to other technical resources as needed to ensure successful and timely ticket resolution.
  • Close tickets using the SNS ticketing system.
  • Follow-up with users to assess user satisfaction.
  • Daily assessment of outstanding tickets and follow-up with SNS technical staff.
  • Communicate schedule changes to users as needed.
  • Communicate with users as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Ensure fast turnaround of user requests.
  • Create monthly ticket reports for users.
  • Improve user service, perception, and satisfaction.
  • Improve productivity of SNS IT technical staff.
  • Assist in the user equipment purchase process (create purchase request orders and follow-up for approval; order equipment).
  • Assist as needed in the creation of reports for billing purposes.

IT Asset Management:

  • Develop and implement an IT asset management strategy, including policies and procedures for asset acquisition, deployment, maintenance, and disposal.
  • Maintain accurate records of IT assets, including inventory, location, and status.
  • Develop and manage the IT assets budget, including procurement, maintenance, and disposal costs.
  • Manage Vendor relationships, including drafting contracts and service level agreements.
  • Collaborate with the procurement team to develop and maintain relationships with IT partners and to negotiate contracts and service level agreements.
  • Work with the procurement team to develop specifications and requirements for IT assets to ensure they meet the organization's needs and standards.
  • Track IT asset orders and deliveries to ensure they are received on time and in accordance with the organization's requirements.
  • Work with the procurement team to ensure compliance with procurement regulations.
  • Provide guidance and support to the procurement team on IT asset-related matters, including vendor selection, specifications, and requirements.
  • Collaborate with other IT teams to ensure assets are deployed and configured properly.
  • Ensure compliance with software licensing agreements and regulations.
  • Develop and maintain relationships with key stakeholders, such as executive leadership, users, and regulatory bodies.
  • Develop and maintain policies and procedures for IT asset security and access control.
  • Develop and maintain policies and procedures for IT asset lifecycle management, including disposal and replacement.
  • Provide regular reports to management and stakeholders on IT asset management activities and performance.

Technical Knowledge and Experience

  • Basic knowledge in desktop, network support, troubleshooting in a Microsoft, Apple environment and Linux is a plus .
  • Must have experience in using basic software applications such as Microsoft OS (10 & 11), Microsoft Office (Word, Excel, Outlook, etc.), and Help Desk or Service Desk ticketing systems.
  • Strong organizational and communication skills.

Qualifications:

  • Bachelor's degree or equivalent experience.
  • ITIL Certification is a must.

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