Job Description:

  • Responsible for the management, escalation and resolution of all incidents, problems and standard changes reported to the End User Computing domain.
  • Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes.
  • Scope buy-ins from the Infrastructure and Application team and introduce it to Servicedesk team to reduce the inflow of tickets going to L2 and L3 team and to increase the FTR rate.
  • Create Standard operating procedures for each and every services which are delivered from End User computing domain.
  • Responsible for the daily and long-term strategic management of software and technology-related hardware within the organization. This includes planning, monitoring, and recording software license and/or hardware assets to ensure compliance with vendor contracts. 
  • Create and maintain reports for patch compliance and system audit data. 
  • Provide recommendations for system automation. 
  • Prepare daily, weekly, fortnightly and monthly MIS reports pertaining to EUC domain.
  • Knowledge in Global IT Asset Management and Patch management
  • Undertake IT asset management improvement plan tasks as directed.
  • Image Management
  • Connectivity & Virtual Desktops
  • Self starter with high levels of drive, energy, resilience and a desire for professional experience
  • Ability to analyse requests or issues and provide the best possible solution to support the EUC service.
  • Ability to prioritise, reschedule or adapt to changes
  • Ability to think wider than the specific technology to support the overall strategic thinking/planning by understanding key dependencies and consequences.
  • Excellent communication and interpersonal skills.
  • Good in Vendor Management – From negotiation, PO release, cost mapping, implementation, coordination for Support, Maintenance renewal until closure of the agreement.
  • Responsible for Desktop and Laptop refresh.
  • Responsible for controlling the ageing tickets and mean time to repair time.
  • Ensure to complete the successful software/patch deployment globally.
  • Interface with Service Desk in case of incidents/problems/changes.
  • Strong Technical knowledge on End user computing products like primary desktop central, AD manager
  • Understanding of ITIL.
  • Driving Continues Service Improvement of the Service(s)
  • Strong Communication Skills and Email Writing Skills. Knowledge about End user computing and managing 10+ FTE experience.
  • Ensure monthly windows patches are deployed to all workstations across the globe
  • Coordinate the identification and resolution of service incidents and problems and where required escalate to and co-ordinate resolution with the other resolver groups/vendors.
  • Takes care of desktop/laptop and IT accessories Procurements.
  • Maintain and track the Invoice period and payments made.
  • Ensure all service management processes are documented, maintained and adhered to.
  • Any call which require escalation to 3rd party vendors to be tracked till closure
  • Maintaining database of the various vendors with details like contact person, telephone Nos.,escalation matrix, response time and resolution time commitments etc.
  • Maintain an up to date record of Inventory. Providing periodic MIS for Asset Management and tracking all inventories
  • Make necessary forecast for the hardware/software purchase and keep necessary stakeholders informed on the requirement in advance
  • Play major role on the projects related to infrastructure security initiative and ensure smooth delivery on time.
  • Periodic update of standard operating procedures
  • Drives weekly incident, problem and change management review calls.
  • Good knowledge in ITSM tool (Service Now, SysAid,etc.,)