Day- to-day operations:
- Implement day-to-day operations assigned for the Helpdesk Administration Section to ensure compliance with the established standards and procedures.
- Serves as Team Lead for the administration and maintenance of company’s IT asset including mobile IT equipment, PC, IT peripherals and company provided mobile SIMs
- Serves as team lead for administration of IT Helpdesk operation
- Administration of dispose the IT assets in compliance with Corporate Procedures.
- Provide extensive first level technical support / phone or email support to IT Company’s IT users, clients & vendors and coordinate with team for further support
- Provide assistance for IT procurement and for IT budget preparation
- Procedures, formulating and reviewing IT policies & procedures.
- Monitor service calls/work requests
- Assign the service calls for further actions to the respective team members and follow-up
- Periodic review of service calls for resolutions
- Monitor the service calls for potential SLA violations and do the follow-ups and escalate to IT Manager as appropriate
- Provide IT induction to new joiners of company
- Provide IT Clearance to quit employee for final settlement
- Delegate and allocate responsibilities efficiently to manage task end to end
- Prepare periodical reports for IT Manager such as call analysis, SLA violations, tasks exceeded allowed time limit, resource performance, KPO, Cost allocation etc
- Coordinate with internal & external auditors for IT Audits
- Streamline IT operations for ITIL compliance and standard IT governance practices
Follows the day-to-day operations related to own job to ensure continuity of work
Minimum Qualification:
- Bachelor’s degree
- ITIL
- 3 - 6 years relevant experience in a large organization.
- Thorough knowledge in implementing, administering and troubleshooting support, including first level technical/ phone/email support.
- Experience in IT inventory management, IT Helpdesk system and Microsoft application.
- Handling documentation related to IT operation.
- Demonstrated ability to handle multiple projects concurrently and meet deadlines.
- Demonstrated ability to organize, prioritize and successfully execute tasks in accordance with departmental / project objectives.
- Ability to quickly learn new or unfamiliar technologies and products, independently using documentation and online resources.
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