Description
• 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 ManagementSkills, 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, etcPersonal 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 ClientsTechnical 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 etcMinimum Qualification and Experience•