About the role
·TomonitorallincomingticketsinServiceDesk Tool.
·MonitoringofServicedeskfollowingITILstandards.
·ToprovideL1,L2andtoescalateforL3supportwheneverrequired.
·TotakecompleteaccountabilityandtotrackcompliancewithSLAAdherence.
·ToidentifyandpursueserviceimprovementinitiativesTomanagecomplaints,suggestions,andcompliments.
·Tolead thetransition of applicationsupportfrom thedevelopmentteam.
·Responsibleforincident,problem,andchangemanagement.
·Responsiblefor managingallexistingsupport contractsscope.
·Responsibleandaccountableformaintenance of essentialIToperations,includingoperating systems,securitytools,applications,servers,emailsystems,laptops,desktops,softwareand hardware.
·ResponsibleforvendormanagementtomanageITOperations,supportandequipment procurement.
·ResponsibleforTrackingandmaintaininghardwareandsoftwareinventory.
·DailyandweeklyServicedeskstatusreportingwithrecommendationsforservicequality and engagement improvement.
·HandlingallthetechnicalrequestslikeAudiosoundsystem/ProjectionduringMonthlyand any event meetings.
·Providinginfrastructure,systems,andapplicationssupportacrossallfunctionsofthe business.
·Liaisingwiththird-partysupplierstoresolvesystemandinfrastructure-relatedissues.
·Trackingandreportingprojectprogress.
·Leadinginternalprojectsandinitiatives.
·Designingimprovedoperatingprocessesandsupportingsystems.
·CoordinatingacrossITdepartmentsandexternalstakeholders.
·Performingdailyhealthchecksofapplications,scripts,andinfrastructure.
·Installing,configuring,andadministeringapplicationservers.
RequirementsSkillsandExperience
·Excellentsoftwareknowledge,includingMicrosoftproducts,MSSQL,Exchange(M365)and Apple iOS System.
·Active Directory: User/group management, GPOs, domain services (DNS/DHCP), authentication protocols, troubleshooting, backup & recovery.
·Azure AD: Identity management, Conditional Access, MFA, SSO, hybrid identity (AD Connect), security & compliance, app integration.
·Additional: PowerShell scripting, RBAC, Microsoft 365 integration, Zero Trust principles.
·Experiencewithcloud-based developmentplatforms likeAWS,Azure
·Priorexperienceofapplicationsupport.
·Priorexperienceofworkingwithanyincidentmanagementsystem
·AnyexposuretoSalesforceservicecloudwillbeanaddedadvantage
·Goodproblem-solvingskills
·Criticalthinking
·Abilitytoworkunderpressure
·Strongcollaborationskills,withademonstratedabilitytoworkwellaspartofateam.
·Abilitytoinvestigateandanalyzeinformation,andtodrawconclusions.
·Flexibility,adaptabilityanddesiretolearnnewlanguagesandtechnologies.
·Flexibilitytobeavailableindifferentshifts(whenrequired)
·Strongverbalandwrittencommunicationskills.
·KnowledgeofAudio/VCSystemwillbeanaddedadvantage.
·Experience in networking, Cloud certifications.
Experience
·3-5yearsofrelevantexperience
BenefitsKeystoSuccess
Servingasaprimarypointofcontactforcustomers,youwillplayacriticalroleinformingcustomers’ perceptions of businesses. Italsohas a big impacton customers’experiences. Hence,it’s important for youto ensure that the service desk withinBAG is effective,consistent, prepared,and courteous.
Herearesomeotherkeystosuccessinthisrole:
·YouCare–Helpyourteammates,customersandprospectssucceedandyouwillsucceed.
·CustomerFocus–EverythingyoudoasamemberfromBAGaroundcustomersandprospects.
·DrivenbyBusinessResults–Ourapproachistosetgoalsforbusinessresultsandthenworkwith you to decide the best way to achieve those goals. You need a strong sense of ownership for results.
·Resourceful – You won’t be without support, but, at the same time, we won’t have all the resourcesyouneedtodoallthethingsyouthinkweshould.Howcanyoucreativelyfindwaysto get things done?
·GrowthMindset–Youdon’thavetoknowtheanswerstoallthechallengesweencounter.Be willing to develop new skills, devise experiments and adapt based on results.
·DataDriven–Youropinionmatters.Yourdatamattersmore.
·Continuous Improvement – one of the key responsibilities of the service desk and support manageristoensurethattheservicedeskisalwaysimproving. Tohelpachievethisgoal,youare expected to conduct regular assessments and share the results with stakeholders. Some standard assessments to include are:
oSWOT: strengths,weaknesses, opportunities,andthreats
oCSA:currentstateanalysis
oAgapanalysis,whichidentifiesareaswherecurrentandfutureexpectationsarenot being met
oRegularbenchmarking·Toensureticketsareassignedtorelevantsupportrepresentativesandisbeingresolved within the agreed SLA
·Toeducatecustomersonself-servicecapabilityforincidentandservicerequestswithan integrated knowledge repository