Desktop Support Manager

3 weeks ago

Sany, India YO HR CONSULTANCY Full time
Desktop Support ManagerLocationBangaloreExperience1015YearsSalary: Upto12Lpa
RoleResponsblitiesAssetManagement &Dashboardso Maintain andprovide asset management reports on all deployed systems andsoftwareo Help defining and maintaininghardware and software standardso Managecoordination of equipment repairs for hardware ensure patches aredeployedcomply with licensing agreements fordevices including networko Create monthlydashboards based on defined SLAs and create action plans fordrivingbetter servicesolutions
HardwareSoftware Performance & HelpDesko Ensure Level1 and Level 2 support is within SLAs agreedoEnsure Support Team takes ownership of internal customers problemsstrive for firstcall resolution and lead /drive proactively when dealing with issuesoWork with existing reporting and analytics tools to monitor HelpDesk performanceidentify and address areasof potential performance issues and monitor keyperformanceindicatorsoEnsure the Help Desks maintains a high level of responsivenesscommunicationprofessionalism and overallstaff knowledgeo Provide 24/7 365 responseTuning and performance Proactive issues tomaintaininfrastructureTroubleshooting/repair Address issues that come up with userrequestsinstallsconfigurations
SLAManagementoExecute defined standards for process and policy documentationchange controlsoftware testing andqualification to meet the expectations of thebusinesso Collaboration with other teams toensure Service Levels (SLAs) are in place andKeyPerformance measures KPIs are defined andagreed for Help Desk andDesktopServiceso Actas a point of escalation for unresolved or escalatedneeds
TeamStrength Capability & TeamManagementoEstablish and manage staffing levels using internal and externalresources ensuringadequate daily and oncallsupport 365 days a yearo Lead mentor andsupervise a team of desktop supporttechnicians.o Set team goals and objectivesmonitor performance and provide regularfeedback.o Conduct training sessions toenhance the teams technicalskills.
SecurityRisk Management &ComplianceoImplement and enforce security policies and measures for desktopsystems.o Ensure desktop systemsavailability performance and reliability includingcomputersmonitors peripherals andaccessories.o Oversee hardware procurementmaintenance and replacement asnecessary.
Desktop/ Laptop and Server uptimesupporto Managesoftware installations updates and licensingcompliance.o Provide escalated support forcomplex desktoprelated issues.o Develop andmaintain best practices for efficient issueresolution.o Foster a customercentricapproach within the team to ensure excellentendusersatisfaction.
Documentationand ReportingoMaintain accurate records of hardware and softwareinventory.o Generate regular reports ondesktop performance issues andimprovements.o Document standard operatingprocedures and guidelines for theteam.
VendorManagement:o Workwith hardware and software vendors to procure and maintaindesktoprelatedproducts andservices.o Negotiate contracts and pricingagreements to optimizecosteffectiveness.
CompetenciesoProven experience in managing desktop support or IT supportfunction with at least 3years of Teammanagement experience.o Strong technicalknowledge of desktop hardware operating systems and software LANWifi Connectivity Networking o Familiaritywith ITIL or other IT service management frameworks is aplus.o Excellent problemsolvingskills.o Knowledge of Cyber security bestpractices and compliance standards.oAdvanced Knowledge of Windows Linux MAC Desktop OS and officeapplicationso Advanced Knowledge ofnetworking Mail Client & Antivirus oKnowledge of QMS/ISMS processo Knowledge ofapplications such as Kaspersky CrashPlan Casper LANDeskSCCMBitlocker FileVault VMWare Adobe& Autodesk products SVN and MicrosoftOffice

management,documentation,assetmanagement,dashboards,security,software

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