Description
• Directly managing Support Engineers• ITIL Process management
• Ticketing System administration (Service Now)
• Task assignment and delegation
• Scheduling resources for day today work and project support activities
• Mentoring junior team members
• Management and customer reporting
Requirements of the Desk Side support Team Leader:
• Previous Desk side support Team handling Experience.
• Peoples performance management
• An experienced support team leader with the experience to grow and lead the DSS.
• A can-do, lead from the front attitude with the ability to shine under pressure and the want to bring out the best in those around them.
• Someone who takes pride in what he/she does and understands that the desk side is the window in which customers view the whole of the company.
• Knowledge of Networking and data center infrastructure an advantage.
• Excellent verbal and written communication skill in English Languages.
• Experience in a large organization administering, operating, maintaining and securing large-scale enterprise desktop environments.
• Working knowledge of ITIL methodologies, such as Incident , Request & Asset management.
Desktop Support – Technical Skills – Complete understanding of Asset Management.
• Install, upgrade, support and troubleshoot, Windows 7, Windows 10, other OS and Microsoft Office 2013
• and any other authorized desktop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and any
• other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers
• and any other authorized peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorized
• peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance within specified warranty requirements
• Returns defective equipment/parts to maintenance inventory, documents customer
• repairs, maintains and restocks assigned parts inventory to insure proper spare parts
• levels
• Safely package equipment for branches and arrange for the transport of the
• Equipment.
• On-site support and support for Remote sites and work-from-home computing
Qualification:
College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
Industry certifications, this can include CCNA or any Hardware certification.