Asst. Manager - IT (EUC/Asset)

Date: 01-Jun-2021

Location: IN

Company: TATA SIA Airlines Limited

Job Overview

To effectively manage End User IT operations. Lead an outsourced team of Desktop Engineers, Remote Helpdesk and Servicedesk Analysts. Able to manage end user escalations and achieve high customer satisfaction.

Key Responsibilities

  • Sound knowledge of ITIL processes - Incident Problem and Change
  • Excellent knowledge of Windows Operating System and Mailing issues
  • Experience of managing End User services and Service Desk Operation
  • Handle, coach & mentor an outsourced team of 10-20 technical resources providing Level 2 Deskside services to End users and hands & feet support to other functions/horizontals in the organization. (Desktops, Laptops, iPads, Print/Scan Devices, Desk phones, Hands and Feet Support to Data Centers / Hub Rooms
  • Ensure availability and maintain quality of resources. Early Warning Signs, Attrition & timely Replacements,Regularly evaluate training needs and get them organized, Regular Team Meetings to keep them motivated
  • Strong analytical skills to analyze ticket dumps and other available data and draw inferences to improve operations
  • Work Closely with IT Vendor Governance team to ensure partner is delivering services as agreed (SLA Management, Resource Management)
  • Establish Operations review structure to collect pulse of operations covering End User Experience, SLA performance, Ageing tickets, Re-open cases, Tickets Hygiene, IT Onboarding and Offboarding
  • Manage relationship with Corporate Business stakeholder and cater to their IT needs

Skills & Attributes

  • Strong domain knowledge and technical orientation
  • Good interpersonal, written & verbal communication skills, and capable of dealing with people at all levels
  • Willing work in shifts/ odd hours, if required
  • Customer-service and problem-solving attitude
  • Ability to work on own initiative, whilst contributing effectively as part of a team
  • Analyze Testing and deployment of Windows End User Patch Management
  • Ability to prioritize work & meet tight deadline
  • Team Leadership skills

Work Experience

  • 5-10 years of experience in IT Operations End User Support

Qualification

  • Bachelor's degree in Computer Science or equivalent subject
  • ITIL Version 3 or 4 foundation Certified

Location

Gurgaon