DSS

Primary responsibilities are:

· Asset Management/Stock Management /Procurement

· Asset provisioning and Tracking like Computer Assets/Mobile/Virtual Desktop/Workstations

· Oversee the Other EUC Activities as applicable (Application Packaging, OS Build, Software Distribution)

· Customer Relationship Management

· SLA/OLA Management for all Asset Management Deliverables and its reporting

· Regular reviews with Customer and internal teams/vendors as applicable

· Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.

· Extensive knowledge on ITSM Tool Set (ServiceNow)

· Provide leadership to the EUC Team including coaching as required

· Reporting and MIS

· Oversee Projects

· OEM Vendor Relationship Management

Skills, Experience and Qualification Required

• Business Skills:

• · Understanding of EUC and Desk Side Support / FSO Management

• · Ability to work in a Matrix managed environment

• · Ability to interact with customers so as to ensure that the service is polite, efficient and responsive

• · To work through issues analytically to a successful conclusion

• · Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients/pre-sale activities/solutions/etc

• · Ability to understand best practices internally/externally on EUC related activities.

• · Understanding of Financials, including cost control, project revenue/costs, Billing, vendor invoice processing, etc

• Personal Skills

• · Strong customer service skills

• · Must be detail oriented and self-motivating

• · Strong Written and Verbal Communication Skills at senior level,

• · Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills

• · Flexibility with respect to time – client deliverables need to be met with a Can do attitude

• · Excellent problem solving / quantitative/ analytical skills

• · Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• · Must be detail oriented and self-motivating

• · Ability to motivate people and teams,

• · Ability to write business cases and justification documents, Ability to manage multiple work streams

• · Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients

• Technical Skills:

• · Understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphones and industry wide OS and applications

• · Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database

• · Capable of developing AM process different activities

• · Capable developing New joiner and Leaver process as per the Client needs

• · Demand and Forecast analysis and understanding key Business needs/suggestions

• · Asset Inventory/ITSM Tool/AMDB Implementation/Inventory report

• · Asset Procurement Process/ Budget Tracking/ Asset Delivery Tracking/Provision process/Asset Audit/Periodic Reporting

• · Tracking and Remediation of Missing Assets and its reconciliation

• · Blanco/Degaussing along with Disposal process

• · Working knowledge with Value Added Reseller (VAR)

• · Accessories or Peripherals procurement and deployment process

• · Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7/10, MS Office, Outlook etc

• Minimum Qualification and Experience

• · 7-9 years EUC/FSO experience, with at least 3 years in a management role leading a team

• · Minimum 2 Years working in Hardware Asset Management Role

• · Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools

• · Exposure to Finance i.e Budget Control, Project Pricing Proposals.

• · ITIL professional will be preferred

• · Good knowledge on ITSM tool Sets, AMDB/CMDB configurations and implementation

• · Ideal candidate would have project management experience (desktop deployment, migration projects, Asset Refresh activities)

• · Ideal candidate would be expected to have a 4 years experience of IT Infrastructure, Contract and Vendor Management in a corporate environment

• Additional Information

• Need to have detailed knowledge and oversee resources (on-site/field) at various locations in the region to complete the below activities:

• · Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops

• · Providing 2nd line IT support services to the business community ensuring that all requirements are met within agreed service targets

• · Taking ownership of issues through to resolution on all appropriate requests.

• · Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.

• · Move equipment associated with escalated help desk incidents and service requests

• · Performing asset inventory activities as needed.

• · Trains and orients staff on use of hardware and software.

• · Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)

• Job type: Permanent Division: eTeam Workforce Limited Reference: 22-03751