Role & Responsibilities Description ESSENTIAL DUTIES/RESPONSIBILITIES - Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively. - Improve productivity at Servicedesk by focusing on reducing incidents, use self-heal and self-help techniques to reduce call flow at SD. - Communicate effectively with customers and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns. - Train and guide support specialists to effectively utilize help desk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer-focused attitude. - Establish and monitor service level targets/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 and information requests to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel. - Develop and maintain comprehensive documentation, including: operations guidelines and procedures, inventory checklists, deployment guides, budget information, training guides and support materials. - Measure and report on unit performance via metrics and indicators of service level activity and customer satisfaction. Provide regular helpdesk performance and utilization reports to leadership. - Manage the inventory, support and maintenance of the region/location’s end user technology assets, including, but not limited to: desktop and notebook computers, mobile devices (smart phones, tablets, etc.), printers and software. - Facilitate equipment, services, and software purchases and implementation; and manage inventory and licensing reconciliations. Conduct research and make recommendations on hardware and software products, services, protocols, and standards. SECONDARY DUTIES/RESPONSIBILITIES - Recommend changes or enhancements in available information technology or equipment as prompted by feedback via the user support function. - Engage in ongoing research of emerging trends and new technologies which may benefit the corporation’s goal of strategically implementing technology to enhance business performance, and specifically support the support services function. - Participate in the planning, policy and decision making discussions involving information management projects. - Provide occasional technical support and best practice advice for offsite Corporation events. - Research and implement special projects and other duties as assigned. NATURE OF WORK CONTACTS - Works closely with staff and management from other units and divisions. - Regular interactions 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, Computer Science, Business or related field, with a minimum of 12-15 years professional experience in technology support operations, including experience troubleshooting and supporting computer applications and operating systems; and, at least 5-8 years experience supervising technical support staff; or any equivalent combination of training, education and experience which provides the following knowledge, abilities and skills. - Experience troubleshooting both hardware and Microsoft operating systems. - Demonstrated knowledge of Microsoft Office 2007/2010 applications (Outlook, Word, Excel, PowerPoint and Access). - Strong knowledge of Internet Explorer and Microsoft Sharepoint. - Strong knowledge of Windows 7 and 8.1. - Good understanding of tools such as Mcafee AV, Microsoft DA, SCCM, bitlocker,etc. - Demonstrated experience with Microsoft System Center Configuration Management for workstation imaging and software distribution. - Experience supervising staff and/or consultants. - Excellent analytical, written and verbal communications skills including the 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 both independently and collaboratively with colleagues, end users, and with external vendors. - Excellent customer-service skills required. - Must have the ability to work on multiple projects with multiple deliverables. PHYSICAL/SENSORY DEMANDS - Fast paced working environment, extensive computer usage. - Limited travel (up to 10%). - Occasional weekend or evening work may be required. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person’s race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law Manages all activities in the Delivery centers Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned Supports delivery head with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supportss role of WFM – Workforce Management) Ensures process changes are implemented Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs. Reviews and follows-up on ticket based Customer Satisfaction (CSAT) reviews within the delivery centers Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads. Reviews escalations and implements corrective and preventive actions on DC level Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP) Supervises performance of the team and is responsible for their qualification Attends the monthly quality meeting, BMC Remedy Resolver Group Team Leads meeting, and the SD Monthly Call TIS Service Desk