End User Support

Job Description :

• Responsible for Hands and Feet Support Operations for all technical towers in scope (EUC, O365, Network, Security, Cloud, Infrastructure and Backup).
• Total 8 to 10 Years' experience in the Customer Support operations and 6 to 8 years of experience in leading the teams
• Act as SPOC and escalation point for all IT User related issues and ensures of issue resolution in an appropriate and timely manner to meet agreed SLA's/KPI's.
• Ensure that all operational processes ( Service Desk, EUC, VIP Support and User Desk provisioning ) managed to support organization's SLA requirements.
• Day to day management of Resource deployment, Ticket Queues, Shift management/Handover, SLA/KPI Tracking and reporting.
• Governance and Reporting of the day-to-day operations and participating Daily/Weekly/Monthly Governance meetings.
• Manage End User Technology upgrades, Network IOS Upgrades, Patching and drive the Customer Initiatives across the technology towers.
• Having knowledge of Service Management and Proficiency in building reports related to incidents and service requests and compliance.
• Ability to multi-task and solve problems innovatively by effectively engaging the IT stakeholders, Technology teams, ISP's and Vendors.