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Client Support Team Leader

Gurugram, HR
Job Code:
  • Banking & Finance
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Job Details

Responsibilities includeDelivering a client focused service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication, in both trading and non-trading environments.Ensure local IT systems and Support processes are aligned to ITIL frameworkFocus on production stability and future changes are aligned to regional strategic direction.Work closely with regional Service Management to ensure Support processes are in line with regional modelUndertaking coordinated incident management in liaison with other operational teams.Maintain a standardized global service offering through peer group collaboration.Present regular updates to reporting line on status in local site.Ownership of technology problems or requests until satisfactorily resolved.Working with the Service Desk, Problem Management and other technology teams to deliver continual service improvement and ensure business requirements are being met.Undertaking coordinated incident management in liaison with other operational teams.Contribute to and manage resources to provide local assistance for wider technology projects and programs including local testing and hands on activities.Working with business teams to effectively manage our computer assets through the lifecycle.Liaising with external vendors for support or maintenance work.Ability to work well under pressure, multi-task and work effectively with minimal supervision.Responsibility for local data centre support and maintenance.After hours / weekend support may be required. This may include activities such as; Power Downs, Business Continuity Testing, Data Centre changesKey Skill Requirements Definesclear success criteria and goals for self and team, and monitors & measures performance against theseChallenges team and self to extend themselves and take on new experiences.Self-motivated, and able to both independently and part of a wider regional team.Motivates the team to achieve agreed goalsAble to demonstrate excellent communication and relationship management skillsImplements quality assurance practices to ensure accuracy, quality and timeliness of team output.Provides guidance and support to team on how to exceed client expectations.Proven track record managing external vendors / suppliers, identifying improvements within existing SLA, conduct regular updates on service management and quality.Strong understand of SLA' and KPI's Technical SkillsProviding high level support of the Microsoft SOE - Windows 7, Office 2013.Sound knowledge of Microsoft Active Directory and Microsoft Exchange.Ability to support and troubleshoot issues with technologies including but not limited to Networking (TCP/IP, DNS, Cabling),Remote Access Connectivity (iPass/VPN), Cisco VoIP phones andApple iPhone.Thorough knowledge of Desktop, LAN, peripheral device installation and support is essential.IT consultancy on peripherals and new technology.Build and share knowledge of business applications across the group.Familiarity with iPhone and iPad client, Android, and management software.Ability to acquire knowledge of business applications where first\second level support may be required.Excellent analytical, problem solving, interpersonal, and communication skills
Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-6


H/W Installation/Maintenance | Hardware Design | Network Planning
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