Job Description:

- Shift rostering
- MIS reports of daily, weekly and monthly basis
- ITSM tool administration
- Ticket distribution to technicians
- IT ticket governance
- Ticket logging
- Provide technical support to VIP users
- Provides IT support for desktops, printers, peripherals, telephone systems, and cellular devices
- Configures, installs and maintains complex software systems
- Single point of escalation
- Asset Management - Asset lifecycle management
- Vulnerability management
- Excellent customer communication skills
- Ability and willingness to mentor, assist and guide Service Desk staff
- Possess excellent time management skills and be able to thrive under pressure

Ideal Candidates should have:

- At least 5 years or more experience in Desktop EUC environment using leading methodologies (Windows 10, 11, iOS & MacOS platforms) & processes with some network and firewall knowledge preferred.
- Possess leadership qualities.



Have managed a team of at least 5 for the past 3 years.
- Experience in MS Windows environment & application support.
- Strong leadership and analytical skills and ability to work independently.
- Experience in End user device deployment and planning
- Robust interpersonal skills with the ability to work with different groups of stakeholders.
- Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, vendors.
- Effective written and verbal communication skills
- Knowledge in Microsoft Active Directory, Remote application deployment
- Certification in ITIL V3/ V4, MCSA for Windows 10/11 is preferred

Skills: ITIL (V3/V4), ITSM Tool Administration (Ticketing Tools), MCSA (Preferred Certifications)

Experience: 5.00-10.00 Years

📌 Associate Process Manager (Mumbai)
🏢 Personiv
📍 Mumbai