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The Role
Provides L1 and L2 service desk, application, infrastructure, hardware, software, and systems support. Manages tickets, incidents, problems, changes, SLAs, vendors, contracts, inventories, health checks, and service reporting. Administers application servers, Active Directory, Azure AD, Microsoft 365, and related infrastructure. Leads application-support transitions, internal IT projects, process improvements, and stakeholder coordination while escalating complex issues to L3 support.
Summary Generated by Built In
JOB DESCRIPTION:
· To monitor all incoming tickets in Service Desk Tool.
· Monitoring of Service desk following ITIL standards.
· To provide L1, L2 and to escalate for L3 support whenever required.
· To take complete accountability and to track compliance with SLA Adherence.
· To identify and pursue service improvement initiativesTo manage complaints, suggestions, and compliments.
· To lead the transition of application support from the development team.
·Responsible for incident, problem, and change management.
· Responsible for managing all existing support contracts scope.
·Responsible and accountable for maintenance of essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software and hardware.
·Responsible for vendor management to manage IT Operations, support and equipment procurement.
·Responsible for Tracking and maintaining hardware and software inventory.
·Daily and weekly Service desk status reporting with recommendations for service quality and engagement improvement.
·Handling all the technical requests like Audio sound system/Projection during Monthly and any event meetings.
·Providing infrastructure, systems, and applications support across all functions of the business.
·Liaising with third-party suppliers to resolve system and infrastructure-related issues.
·Tracking and reporting project progress.
·Leading internal projects and initiatives.
·Designing improved operating processes and supporting systems.
·Coordinating across IT departments and external stakeholders.
· Performing daily health checks of applications, scripts, and infrastructure.
· Installing, configuring, and administering application servers.
· Monitoring of Service desk following ITIL standards.
· To provide L1, L2 and to escalate for L3 support whenever required.
· To take complete accountability and to track compliance with SLA Adherence.
· To identify and pursue service improvement initiativesTo manage complaints, suggestions, and compliments.
· To lead the transition of application support from the development team.
·Responsible for incident, problem, and change management.
· Responsible for managing all existing support contracts scope.
·Responsible and accountable for maintenance of essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software and hardware.
·Responsible for vendor management to manage IT Operations, support and equipment procurement.
·Responsible for Tracking and maintaining hardware and software inventory.
·Daily and weekly Service desk status reporting with recommendations for service quality and engagement improvement.
·Handling all the technical requests like Audio sound system/Projection during Monthly and any event meetings.
·Providing infrastructure, systems, and applications support across all functions of the business.
·Liaising with third-party suppliers to resolve system and infrastructure-related issues.
·Tracking and reporting project progress.
·Leading internal projects and initiatives.
·Designing improved operating processes and supporting systems.
·Coordinating across IT departments and external stakeholders.
· Performing daily health checks of applications, scripts, and infrastructure.
· Installing, configuring, and administering application servers.
Requirements
Skills and Experience
· Excellent software knowledge, including Microsoft products, MS SQL, Exchange (M365) and Apple iOS System.
· Active Directory: User/group management, GPOs, domain services (DNS/DHCP), authentication protocols, troubleshooting, backup & recovery.
· Azure AD: Identity management, Conditional Access, MFA, SSO, hybrid identity (AD Connect), security & compliance, app integration.
· Additional: PowerShell scripting, RBAC, Microsoft 365 integration, Zero Trust principles.
· Experience with cloud-based development platforms like AWS, Azure
· Prior experience of application support.
· Prior experience of working with any incident management system
· Any exposure to Salesforce service cloud will be an added advantage
· Good problem-solving skills
· Critical thinking
· Ability to work under pressure
· Strong collaboration skills, with a demonstrated ability to work well as part of a team.
· Ability to investigate and analyze information, and to draw conclusions.
· Flexibility, adaptability and desire to learn new languages and technologies.
· Flexibility to be available in different shifts (when required)
· Strong verbal and written communication skills.
· Knowledge of Audio/VC System will be an added advantage.
· Experience in networking, Cloud certifications.
Experience
· 3-5 years of relevant experience
· Excellent software knowledge, including Microsoft products, MS SQL, Exchange (M365) and Apple iOS System.
· Active Directory: User/group management, GPOs, domain services (DNS/DHCP), authentication protocols, troubleshooting, backup & recovery.
· Azure AD: Identity management, Conditional Access, MFA, SSO, hybrid identity (AD Connect), security & compliance, app integration.
· Additional: PowerShell scripting, RBAC, Microsoft 365 integration, Zero Trust principles.
· Experience with cloud-based development platforms like AWS, Azure
· Prior experience of application support.
· Prior experience of working with any incident management system
· Any exposure to Salesforce service cloud will be an added advantage
· Good problem-solving skills
· Critical thinking
· Ability to work under pressure
· Strong collaboration skills, with a demonstrated ability to work well as part of a team.
· Ability to investigate and analyze information, and to draw conclusions.
· Flexibility, adaptability and desire to learn new languages and technologies.
· Flexibility to be available in different shifts (when required)
· Strong verbal and written communication skills.
· Knowledge of Audio/VC System will be an added advantage.
· Experience in networking, Cloud certifications.
Experience
· 3-5 years of relevant experience
Benefits
Keys to Success
Serving as a primary point of contact for customers, you will play a critical role in forming customers’ perceptions of businesses. It also has a big impact on customers’ experiences. Hence, it’s important for you to ensure that the service desk within BAG is effective, consistent, prepared, and courteous.
Here are some other keys to success in this role:
· You Care – Help your teammates, customers and prospects succeed and you will succeed.
· Customer Focus – Everything you do as a member from BAG around customers and prospects.
· Driven by Business Results – Our approach is to set goals for business results and then work with you to decide the best way to achieve those goals. You need a strong sense of ownership for results.
· Resourceful – You won’t be without support, but, at the same time, we won’t have all the resources you need to do all the things you think we should. How can you creatively find ways to get things done?
· Growth Mindset – You don’t have to know the answers to all the challenges we encounter. Be willing to develop new skills, devise experiments and adapt based on results.
· Data Driven – Your opinion matters. Your data matters more.
· Continuous Improvement – one of the key responsibilities of the service desk and support manager is to ensure that the service desk is always improving. To help achieve this goal, you are expected to conduct regular assessments and share the results with stakeholders. Some standard assessments to include are:
o SWOT: strengths, weaknesses, opportunities, and threats
o CSA: current state analysis
o A gap analysis, which identifies areas where current and future expectations are not being met
o Regular benchmarking·To ensure tickets are assigned to relevant support representatives and is being resolved within the agreed SLA
·To educate customers on self-service capability for incident and service requests with an integrated knowledge repository
Serving as a primary point of contact for customers, you will play a critical role in forming customers’ perceptions of businesses. It also has a big impact on customers’ experiences. Hence, it’s important for you to ensure that the service desk within BAG is effective, consistent, prepared, and courteous.
Here are some other keys to success in this role:
· You Care – Help your teammates, customers and prospects succeed and you will succeed.
· Customer Focus – Everything you do as a member from BAG around customers and prospects.
· Driven by Business Results – Our approach is to set goals for business results and then work with you to decide the best way to achieve those goals. You need a strong sense of ownership for results.
· Resourceful – You won’t be without support, but, at the same time, we won’t have all the resources you need to do all the things you think we should. How can you creatively find ways to get things done?
· Growth Mindset – You don’t have to know the answers to all the challenges we encounter. Be willing to develop new skills, devise experiments and adapt based on results.
· Data Driven – Your opinion matters. Your data matters more.
· Continuous Improvement – one of the key responsibilities of the service desk and support manager is to ensure that the service desk is always improving. To help achieve this goal, you are expected to conduct regular assessments and share the results with stakeholders. Some standard assessments to include are:
o SWOT: strengths, weaknesses, opportunities, and threats
o CSA: current state analysis
o A gap analysis, which identifies areas where current and future expectations are not being met
o Regular benchmarking·To ensure tickets are assigned to relevant support representatives and is being resolved within the agreed SLA
·To educate customers on self-service capability for incident and service requests with an integrated knowledge repository
Skills Required
- Excellent knowledge of Microsoft products, MS SQL, Exchange/Microsoft 365, and Apple iOS
- Active Directory administration, including user and group management, GPOs, DNS/DHCP, authentication, troubleshooting, backup, and recovery
- Azure AD administration, including identity management, Conditional Access, MFA, SSO, AD Connect, security, compliance, and application integration
- PowerShell scripting, RBAC, Microsoft 365 integration, and Zero Trust principles
- Experience with cloud-based development platforms such as AWS or Azure
- Prior application support experience
- Prior experience using an incident management system
- Salesforce Service Cloud exposure
- Good problem-solving skills
- Critical thinking skills
- Ability to work under pressure
- Strong collaboration and teamwork skills
- Ability to investigate and analyze information and draw conclusions
- Flexibility, adaptability, and willingness to learn new languages and technologies
- Availability to work different shifts when required
- Strong verbal and written communication skills
- Knowledge of audio and video conferencing systems
- Networking experience
- Cloud certifications
- Three to five years of relevant experience
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The Company
What We Do
ADROSONIC is a global IT consulting and digital engineering firm that helps enterprises unlock business value through data, automation, and digital solutions. It supports transformation from idea to outcome, combining innovation, insight, automation, and technologies such as Microsoft Dynamics 365 and Power Platform. The company serves insurance, banking and finance, nonprofit, and e-commerce and retail organizations, delivering scalable, secure, measurable outcomes.
