Job Description

 Overview: Role & Responsibilities
Description

ESSENTIAL DUTIES/RESPONSIBILITIES - Oversee help desk supportto ensure that end user problems are resolved in a timely and effectivemanner, enabling users to access needed information and utilizetechnology resources effectively. - Improve productivity at Servicedeskby focusing on reducing incidents, use self-heal and self-helptechniques to reduce call flow at SD. - Communicate effectively withcustomers and stakeholders to assess support needs, assist in theidentification of technology needs, and respond to customer serviceconcerns. - Train and guide support specialists to effectively utilizehelp desk problem-management process (the identification,prioritization, escalation and resolution of end user help requests) toensure quick and accurate responses to all end users, while emphasizinga customer-focused attitude. - Establish and monitor service leveltargets/benchmarks and measure performance against those benchmarks. Establish and monitor Compliance level across the region - Patch,AV and security standards - Track and analyze support calls andinformation requests to identify areas of need and create strategies toenhance end-user capacity and end-user reliance on support personnel. -Develop and maintain comprehensive documentation, including: operationsguidelines and procedures, inventory checklists, deployment guides,budget information, training guides and support materials. - Measure andreport on unit performance via metrics and indicators of service levelactivity and customer satisfaction. Provide regular helpdesk performanceand utilization reports to leadership. - Manage the inventory, supportand maintenance of the region/location’s end user technologyassets, including, but not limited to: desktop and notebook computers,mobile devices (smart phones, tablets, etc.), printers and software. -Facilitate equipment, services, and software purchases andimplementation; and manage inventory and licensing reconciliations.Conduct research and make recommendations on hardware and softwareproducts, services, protocols, and standards. SECONDARYDUTIES/RESPONSIBILITIES - Recommend changes or enhancements inavailable information technology or equipment as prompted by feedbackvia the user support function. - Engage in ongoing research ofemerging trends and new technologies which may benefit thecorporation’s goal of strategically implementing technology toenhance business performance, and specifically support the supportservices function. - Participate in the planning, policy and decisionmaking discussions involving information management projects. - Provideoccasional technical support and best practice advice for offsiteCorporation events. - Research and implement special projects and otherduties as assigned. NATURE OF WORK CONTACTS - Works closely withstaff and management from other units and divisions. - Regularinteractions with GNOC such as network administrators and server admi. -Periodic correspondence and interaction with vendors Management staff
A Bachelor’s degree in Management Information Systems, ComputerScience, Business or related field, with a minimum of 12-15 yearsprofessional experience in technology support operations, includingexperience troubleshooting and supporting computer applications andoperating systems; and, at least 5-8 years experience supervisingtechnical support staff; or any equivalent combination of training,education and experience which provides the following knowledge,abilities and skills. - Experience troubleshooting both hardware andMicrosoft operating systems. - Demonstrated knowledge of MicrosoftOffice 2007/2010 applications (Outlook, Word, Excel, PowerPoint andAccess). - Strong knowledge of Internet Explorer and MicrosoftSharepoint. - Strong knowledge of Windows 7 and 8.1. - Goodunderstanding of tools such as Mcafee AV, Microsoft DA, SCCM,bitlocker,etc. - Demonstrated experience with Microsoft System CenterConfiguration Management for workstation imaging and softwaredistribution. - Experience supervising staff and/or consultants. -Excellent analytical, written and verbal communications skills includingthe ability to effectively communicate technical information to non-technical users. - Demonstrated project management skills and multi-tasking abilities. - Must be proactive and have the ability to work bothindependently and collaboratively with colleagues, end users, and withexternal vendors. - Excellent customer-service skills required. -Must have the ability to work on multiple projects with multipledeliverables. PHYSICAL/SENSORY DEMANDS - Fast paced working environment,extensive computer usage. - Limited travel (up to 10%). - Occasionalweekend or evening work may be required. Wipro is an Equal EmploymentOpportunity employer and makes all employment and employment-relateddecisions without regard to a person's race, sex, national origin,ancestry, disability, sexual orientation, or any other status protectedby applicable law