ROLE & RESPONSIBILITY

• Lead for Fully competent in enhancing Incident Level 1 (L1) and Incident Level 1.5 (L1.5) incident management with minimum requirement for Incident Level 2 (L2) and provide comprehensive solution to end User for Level 1 and Level 1.5
• Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreement.
• Define and implement user support services strategies and plans.
• Define, deliver, and manage user support services ensuring SLA requirements are being met and an optimized user experience.
• Monitor, measure, report and review current performance of services and ensure support capacity meets stakeholder needs.
• Provide a seamless end to end user support experience across digital, analog and face to face channels.
• Manage multi dimension of complexity on IT service management, vendor management, as well as video/conference and broadcasting systems.
• Develop and enhance relationships with key stakeholders, actively managing expectations and monitoring satisfaction levels.
• Establish standard process for connecting to use IT services and service catalog for desktop computer, Mobile devices, and its software.
• Plan, direct and control all activities related to Service Management, Service Integration and Technical Operations
• Monitors the pulse of the end user community, ensuring its needs are understood and met.

EDUCATION

Bachelor’s degree in computer science, Business Administration, Engineering, Engineering Management, or related fields.

EXPERIENCE

• Minimum 5 years in IT from End User Support, project development, project management, IT infrastructure, or strategy and planning.
• Good Technical skill: Windows operating system 7.0 onward, Windows Server, Unix, LAN I WAN I internet , IP Phone, Regulatory compliance, Security, Mobile operating systems i.e. iOS 9.3, Android, Software development life cycle, Service desk tool.

OTHER REQUIREMENTS

Good Soft skill: Communication, Leadership, Problem solving, Decision making, Result oriented, and Service mind.