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Desktop Support

Salary undisclosed

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the following key roles and responsibilities:

  • Manage a team of 25-30 technicians across locations
  • Manage the reporting of SLAs, Adherence of SLA and contract
  • Manage shift and shift planning including on call roster
  • Manage Resource productivity
  • Enable the team with training and development
  • Ensure security compliance
  • Ensure sufficient inventory level is managed across locations
  • Ensure all service request and incidents are resolved before agreed service levels
  • Plan and execute any move request or project work
  • Lead the team by providing technical and process assistance to below activities
  • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
  • Perform Break Fix, Desk Side Support, IMACD s, Data Migration, Refreshes and health checks
  • Perform onsite updates, Configuration changes, or Software installations.
  • Provide onsite technical assistance to end users by visiting their desk location
  • Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
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