Send me more jobs like this

IT Support

Keywords / Skills : ITIL, Technical Management, IT Operations, Asset Management, Resource Management, Stake Holders Relationship

4 - 9 years
Posted: 2019-04-25

Job Description

Description AND SUMMERY

• Technical Management

o Provide point of escalation contact for 2nd level troubleshooting with end to end ownership for technical support and Lead Desktop Support team that provides 2nd level technology support for AZF’s customers

o Deliver Root Cause Analysis, Workarounds and Solutions for all desktop technical problems with compliance to defined ITIL Processes on Problem and Incident Management.

o Ensure the compliance for CMDB for configuration management process deliverables.

o Provide either 24 x 7 on-call support or Rota based Shift works for operational requirements.

o Maintain relationship with external vendors and internal service providers including peer to peer and upward technical escalation levels

o Facilitate support knowledge and experience to the other team members.

o Manage end users’ desktop computing project such as evaluating new technical acquisition, OS/Software/Application rollout, developing new OS image and service improvement projects;

o Prepare and maintain documentation, technical reports, and provides follow up status on desktop support activities and tasks assigned

o Supervise technical support team (as and when required)

• IT Operational Support

o Participate and coordinate in regular incident & Problem resolution process and documentation of knowledge based.

o Develop and implement proactive process and procedures for managing and monitoring of printing services including consumables, inventories and operational status.

o Coordinate third party equipment delivery and maintenance contracts

o Carryout configuration and deployment of New/Change IT Equipment including Laptop, Desktop, Printers and peripherals.

o Coordinate with various IT service Management Functions and process for aspect of IT Asset and configuration requirement.

• Asset Management:

o Communicate effectively asset management strategies to team members and stakeholders in a timely and clear fashion.

o Explore opportunities for maximizing or exploiting unused or partially used IT assets to achieve full efficiency and ROI from company resources

o Conduct and report software/hardware asset reconciliation and audit activities on a timely basis, including licensing, warranty, and maintenance/support contract information.

o Compare warranties, maintenance agreements, and vendor contracts to assist with asset upkeep, upgrades, repair, and replacement.

o Generate, distribute, and review relevant management reports.

o Research industry best practices and compare against the organization’s practices in order to establish benchmarks for managing IT assets.

• Resources & Stakeholder Management:

o Maintain relationships with business users, third party supplier and address stakeholder expectations.

Assume any other responsibilities as directed by the direct supervisor


• Substantial experience in a computing or information technology.

• ITIL Service Management qualification

• Working knowledge on Hardware, Software and Network

• Excellent communication, interpersonal and analytical skills are essential.

• Persuasive and assertive with the ability to change behavior to ensure the optimum utilisation of IT resources.

• Customer service attitudes skills

• Multi-tasking skills and the ability to organize competing priorities.

• Team work skills

• Communication and interpersonal skills

Preparing and understanding written materials


• 4-6 years of relevant experience in the same field preferably with multi-cultural corporation/organization. 2 years should be in a similar position / responsibility, preferably in a similar Industry.

• Previous experience in IT service desk, Technical and Operation Support

Well exposed to industry standards and best practices in IT Asset and configuration management and Service

management practice, Customer Services, service quality


Qualified to degree level in a computing related subject.


o This is under Government Project.

o Good Salary Best in Industry, Totally negotiable for right candidate

o Company will Provide Family Visa.

o Free education will provide to your kids up to 12th Standard.

o Having Medical Facilities.

o Family Tickets will give Every Year.

o Accommodation.

About Company

Similar Jobs
View All Similar Jobs
Walkin for you