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Service Desk Manager

Gurgaon, HR
Job Code:
  • Legal
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Job Details

Are passionate about technology and using it to resolve customer issuesHave strong people management skills and willing to work in a 24/7 environmentWant to work directly with the technology team of a visionary Australian Law FirmAre eager to work in a fast-paced dynamic environment for a quickly growing companyAre looking for high visibility and unlimited growth potentialKey ResponsibilitiesService DeskAct as an initial point of contact for all IT issuesRespond, log and update IT related queries in clients call logging system (LANDesk)Respond to and resolve queries in a pleasant, helpful and professional mannerRemain accountable for timely and effective resolution of issuesEscalate L3 IT issues to other IT teamsMobility Assist with management of the mobility fleet (Blackberry, iPad, data card, iPhone, Android, etc.)Maintain up to date asset records for staff and upload them in the centralised documentation platformSupportInstallation, maintenance and support of hardware (desktops, laptops, printers, Cisco IP phones, servers (with the assistance of the Infrastructure team))Support of software systems and packages (Windows 7, MS Office 2010, Adobe X, MS Visio, MS Project)Support of remote access systems (Citrix, RSA, Vasco, VPN)Extended support of Unity voicemail and Cisco Call Centre Manager for IP telephonyCUCI setupsIT equipment setup and support in meeting rooms as and when requiredSupport audio visual and video conference equipment in meeting rooms including pre conference testingProcess ManagementConduct resource planning and ensure timely deliveryManage all service transitions ensuring appropriate support models and knowledge sources are updatedWork with global peers to embed a global standard intake processEnsure that Service Desk technicians have the appropriate level on information to allow them to support new/changed servicesAct as Service Desk representative on major business projects providing input and guidance into Service Desk requirements and lead multiple projects simultaneouslyIT General Documentation of IT processes where neededAssist in a variety of IT projectsManage requests for bookings of IT equipment and updating of the loans databaseOther duties as directed by the client Service Desk ManagerHardware repairs and maintenanceManage and arrange service and maintenance calls as and when required on all hardware (photocopiers, printers, desktop, laptop, mobility)Experience5+ years' of experience working as a Service Desk Manager for a mid- to large organisationAt least 3 years of experience managing a team L1 and L2 service desk analystsSupport experience with Windows, AD, Exchange, Office, video conferencing equipment, smart devices, printers, scanners and general IT hardwareSkills for SuccessStrong verbal and written communication skillsEnthusiastic can do customer service driven attitudeExcellent planning and documentation skillsAbility to identify a critical problem and escalate it to the right contactAble to work with minimal supervisionCan quickly learn new systems, processes and softwareStrong attention to detail, analytical and conceptual thinkerTechnical SkillsWindows 7, MSOffice 2010, Adobe XActive DirectoryVideo conferencingSmart devices, printers, scanners and general IT hardwareQualificationsB.E./B.Tech or equivalent experienceM.E./M.Tech./M.S degree in Computer Science and Electronics or related field from a Tier II institute.
Degree: ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-10


Application Programming | Mobile | Software Engineer | System Analyst/Tech Architect
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