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Job Id: 31774 |
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Posted on: 2012-06-09 |
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| IT Support Manager (For 11 months Contract)(0-5year's) |
| Arka Business Solutions |
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| Job Details |
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Job Description:
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The position is of IT Support Manager with the following responsibilities: This position is for 11 months contract THE JOB'S MISSION The IT Support Manager’s role is to oversee the entire Support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The IT Support Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. KEY ACTIVITIES & CRITICAL SUCCESS FACTORS Strategy & Planning
• Establish and enforce Help Desk service levels agreements in consultation with Management to establish problem resolution expectations and timeframes.
• Analyze performance of IT Support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Plan and conduct performance appraisals of IT Support staff, administer disciplinary action, raises, bonuses, and promotions when necessary. Operational Management
• Manage the processing of incoming calls to the IT Help Desk to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in IT Support requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies.
• Oversee the development, implementation, and administration of IT Support staff training procedures and policies.
• Train, coach, and mentor IT Support staff and local IT contacts. PERSONAL PROFILE
Competencies
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environmentEducation
• College diploma or university degree in the field of computer science, information sciences, or related field and/or 5 to 8 years equivalent work experience.
• Certifications in ITIL Foundation, MS Desktop Engineer, MS System Engineer. Experience
• 3 to 5 years experience managing and delivering IT Support operations and SLA compliance.
• Exceptional knowledge of computer and network hardware, including Laptops, smartphones, printers, Wi-Fi, switches.
• Deep-seated experience with desktop and server operating systems, including Windows 7, Windows 2008, Active Directory - including DNS/DHCP/GPO, VM Ware.
• Extensive application support experience with Exchange, Terminal Services, Sharepoint, Trend Micro Antivirus, Symantec Backup, disk encryption, email archiving, Help Desk, and knowledge of scripting languages, like kix, batch files.
• Working knowledge of a range of diagnostic utilities, including nslookup, OPManager, HP Insight Manager, CACTI.
• Demonstrated progressive experience in the management of a technical support team.
• Proven track record of developing and providing Service Level Agreements and IT Support deliverables. |
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Skill: |
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Education:
(UG - Any Graduate - Any Specialization, Graduation Not Required, Diploma - Computers) AND (PG - Any PG Course - Any Specialization, Post Graduation Not Required)
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Location |
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Hyderabad,Delhi,Delhi/NCR,Bangalore,Mumbai,Chennai |
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Key Skills |
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Education:
(UG - Any Graduate - Any Specialization, Graduation Not Required, Diploma - Computers) AND (PG - Any PG Course - Any Specialization, Post Graduation Not Required)
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Specialization |
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Hardware Installation,Hardware Maintenance,Hardware Design |
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Job Function |
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IT Telecom-Hardware |
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Industry |
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IT-Hardware/Networking |
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Qualification |
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Post Graduation -
Any Post Graduate
Graduation -
Any Graduate |
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Level |
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Executive level |
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Experience |
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0-5 Years |
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| Company Details: |
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Company Name |
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Arka Business Solutions |
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Executive Name |
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Mr. Alka Trivedi |
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Address |
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Not Available,, |
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Telephone |
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About Company |
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Job Id: 31774 |
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Posted on: 2012-06-09 |
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