Manager - End User Support

Responsibilities

• ACCOUNTABILITIES & RESPONSIBILITIES

Accountabilities Activities

1

Lead - End User Support - Operations

• End User support team handling and providing 24x7 support to the entire site. Managing resource to provide onsite support to seniors, delegation support, remote location support, board meeting support, important meeting schedule at various location and etc..

• Managing and execution of new project assigned along with EUS Operation.

• Handling / Executing project activities related to EUS operation

• Effective management of staff and teams

• Experience of ITSM tool sets e.g. Incident, Service request, change, problem

• Weekly and Monthly End User Support SLA achievement report to concern team

• Achieving SLA performance >threshold set by organization

• Escalation management for EUS Team –if any from end user side

• Balanced & calm under pressure and ensure delivery

• Creation of problem ticket if issue occur with same service and affected multiple user

• Regular daily reporting of open IMs, SRs & CRs for IT Infra team

• MIS reporting for weekly and monthly productivity for IMs & SRs

• 24x7 support shift planning, leave planning and shift adjustment if nay for end user support team

• Experience of working in a customer facing environment

• Explaining technical issues to customers

• Communication with vendor for under warranty products / devices for gate pass entry as well as PO / FOC material IN & OUT

• Technical evaluation for desktop, laptop & other devices or consumables & service contract etc.. for procurement or renew

• Managing team availability and attendance record for all the team members. End of the month, attendance of all the engineers are verify and approve.

• Resource alignment for project activity as per availability (First priority routine EUS operation)

• Ensuring 24x7 support during weekend (Saturday & Sunday) over email along with available engineers name & contact details to refinery IT team for every week for smoothly contact to engineer during week off days

• Installing, configuring of WinXP, Win7, Win8, Win10 and above with good technical knowledge

• Knowledge of hardware troubleshooting for laptop, desktop, printer and etc..

• Knowledge of windows OS formatting and data backup and user profile configuration

• Knowledge of printer installation, configuration and etc..

• Network L-1 troubleshooting for LAN, WAN etc..

• Knowledge of projector and VC device connection

• Troubleshooting Hardware and Operating system related issue

• Monitor and manage the ticket queue (participating in escalated calls as needed).

Qualifications

Education

Bachelor's or master's degree in computer science, information systems, business administration or related field, or equivalent work experience.

Experience

• 12 or more years of experience in IT support business/industry in IT Infrastructure looking at Lead EUS Operation, dedicated site in-charge and Asset management part

• Preferably ITIL certified.

• Certifications such as MscIT / DCS / DCA will be desired

Industries:Electrical & Electronic Manufacturing, Information Technology & Services, Oil & Energy