Job Description (Posting)

6 to 8 years of proven leadership experience in the End User Computing domainBachelor's degree in Information Technology or related fieldCandidates possessing technical and managerial expertise in the EUC scope of work would be preferredExperience in leading and managing multiple EUC teams like EUC Asset Management Depot Functions, Deskside Support, SCCM, Imaging and Active Directory, would be an added advantageExtensive understanding of Windows based systems ie desktops and laptopsExpertise in end to end IT inventory management for End User Computing. Maintain EUC hardware inventory and identify threshold gaps (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

Qualification

B Tech

Skill (Primary)

PMO-Service Line Manager-Service Line Manager