Job Description

1. Service Desk Management:
   • Oversee the daily operations of the Service Desk, including call management, ticket routing, and issue resolution.
   • Monitor and improve service desk KPIs, such as response and resolution times.
   • Implement and maintain incident and request management processes.
2. Deskside Support Management:
   • Manage on-site technical support for end-users, including hardware and software troubleshooting.
   • Ensure timely response to on-site requests and prioritize tasks based on impact and urgency.
   • Manage hardware and software inventory and maintenance.
3. End-User Support:
   • Collaborate with end-users to understand their IT needs and issues, ensuring a high level of customer satisfaction.
   • Escalate complex technical issues to appropriate teams and ensure follow-up and resolution.
   • Identify opportunities for process improvement and user education.
4. Problem Resolution:
   • Proactively identify recurring issues and work on long-term solutions to prevent them.
   • Maintain a knowledge base for common issues and solutions.
   • Collaborate with other IT teams to resolve complex technical problems.
5. SCCM Management:
   • Oversee the design, deployment, and maintenance of the SCCM infrastructure.
   • Ensure software distribution, patch management, and endpoint configuration are effectively managed.
   • Collaborate with application owners to facilitate software packaging and deployment.

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