Zigsaw

Team Leader (End user Support)

Alwar Group Alwar Negotiable

Job Description

Job description

Coordinating First level hardware support
Should have experience in team management/ team handling.
Good exposure in ITIL process i.e Incident Management, Problem Management, Change Management, Configuration Management
Supporting the desktop OS and Other Application (OA) software, including re-loading and configuring if required.
Troubleshooting on system, Printer and office automation products, resolve and escalate to Vendors wherever is necessary.
Installing software as per client policy on the systems
Installation and configuration of new PCs, Laptops, Scanners & Printers
Ensuring records of all new machines installed, movement of machines within site, changes and configuration of machines with the help of asset management
Educating End users about do's and don'ts in desktop operations.
All the Security requirements of client will be adhered to.
Telephone/IP Phone related services
Root cause analysis of problem and corrective action.
Coordinate with Vendors for onsite visits and spares replacement
Escalation of unresolved problems to Vendors senior management
Measure response time, resolution time of the calls logged with Vendors, analyze and report SLA adherence by Vendors
Understanding of End User processes like periodic ticket updates, follow-up processes. Etc
Escalation Matrix
Knowledge & Understanding of key Service Management aspects like SLA, priority, severity
Subject Matter Expertise: Excellent coordination skills with ability to communicate in English language, V&A & Grammar
should be comfortable to work in 24*6 shift
Graduation is Mandatory

Education/Experience

Experience : 3 - 6 years

Team Leader (End user Support)

Job Description

Job description

Education/Experience

Job Summary