Description
This position is responsible for product management of technology services within desktop support. This person is accountable for OS management, browsers, and GPO management. This role is key to the overall colleague experience and quality of service for the portfolio of services. This individual will work close the operations team and project implementation teams to deliver desktop service to colleagues.Service Delivery:
- Responsible for level 3 support for the core OS Windows XP and Windows 7 platform
- Responsible for job automation, Scripting and GPO creation and testing
- Responsible for OS patch analysis and testing for XP and Win 7 platform
- Responsible for change management and testing for OS related changes
- Responsible for Internet Explorer settings, trusted site management and user preferences
- Participate in major incident triage during service outages
- Responsible for following change management processes and providing detailed implementation plans
- Accountable for all product support documentation, Help Desk script creation, process documentation and inventories
- Develop the core positioning and messaging for infrastructure products and educate executives and business users on those programs
Service Implementation:
- Support improvement projects regarding OS patching and testing
- Assist in documenting process and building a knowledge base
- Manage 3rd party providers and vendors
- Ensure all turnover documentation is accurate and complete
- Responsible for process review, implementation and management for new products and initiatives
Required:
- Extensive technical knowledge of Windows OS and PowerShell
- Proven analytical skills
- Strong problem solving skills
- Ability to provide mentoring and guidance to junior technical staff
- Strong written and verbal communications skills
- 3-5 years' experience in IT Infrastructure Technology SME roles