Desktop Support Technician

Job OverviewRequirement/Must Have:1+ years of experience in Field Services support, tech Bar, Windows 10 and 11 upgrade, Hardware management for EUC, Information Management, or Customer Service management.5-6 years of FSO Manager experience.Responsibilities:Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA.SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved.Client Management - To ensure right communicating has been liaised with clients, creating reports for clients.Team Management - Team building and handling skills and act as a bridge between the leadership and team members.Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.Transition - Due diligence and coordinate with the transition team for proper implementation of the process.Tech Bar Management - To ensure the teams manage the Tech bar efficiently. Help customers with their issues.Automation - Process improvement and automation opportunity to be explored and implemented.Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, fetching reports and shared SLA reports with team.Skills:Disciplined, systematic problem-solving skills.Windows Operating systems 10 & 11 with troubleshooting.ITSM ticketing tools such as ServiceNow.Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.Internet browsers (e.g. Explorer, Chrome, Firefox, Edge).VPN and remote dial-in users.Qualification And Education:Preferred MCP/MSCE/MSCA or HDI CSS.ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferred.Bachelors / Masters / Equivalent.