Skills: team management, problem resolution, service management, critical thinking
Job Summary
Responsibilities :-Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team. A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team. An ability to balance and plan the short-term actions of the team. Knowledge and understanding of all relevant industry standards. Knowledge and understanding of best practices for service management. Robust communication skills, including the ability to be influential and persuasive with stakeholders. An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk. A complete understanding of the organization’s business. An ability to think critically about systems and to make adjustments consistently as needed. The ability to manage time effectively while setting the tone of the team through modeling and leadership. Troubleshoot client software and basic network connectivity problems Identify, evaluate and prioritize customer problems and complaints May train users and operators on a limited basis and/or may write training procedures Participate in on-going training and departmental development Routine maintenance updates with other IT staff and business units Provide all required documentation including standards,
configurations and diagrams Provide knowledge transfer of EUC operations· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users· Route problems to internal 2nd and 3rd level IT support staff.· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Key Responsibilities
Responsibilities :-Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team. A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team. An ability to balance and plan the short-term actions of the team. Knowledge and understanding of all relevant industry standards. Knowledge and understanding of best practices for service management. Strong communication skills, including the ability to be influential and persuasive with stakeholders. An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk. A complete understanding of the organization’s business. An ability to think critically about systems and to make adjustments consistently as needed. The ability to manage time effectively while setting the tone of the team through modeling and leadership. Troubleshoot client software and basic network connectivity problems Identify, evaluate and prioritize customer problems and complaints May train users and operators on a limited basis and/or may write training procedures Participate in on-going training and departmental development Routine maintenance updates with other IT staff and business units Provide all required documentation including standards, configurations and diagrams Provide knowledge transfer of EUC operations· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users· Route problems to internal 2nd and 3rd level IT support staff.· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Skill Requirements
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Other Requirements
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