Job Description

The role's overall responsibility is to provide end user support for the linked users of the organization. In order to ensure that all IT service support is managed seamlessly without any escalation as per SLA, the Support Lead will oversee a team of internal and external end user support engineers. This position will be in charge of managing the support helpdesk, establishing a single point of contact for putting up a comprehensive end user support strategy, and coordinating with end user support partners.





Key Results Areas





• Establish a strategy, vision, and roadmap for asset management, printing and mobility services, operating systems, device software, and physical devices.
• Assist sites all throughout India with Enduser Computing assistance, which includes provisioning, asset management, monitoring, implementation, troubleshooting, and support for End-user Computing operations and related infrastructure.
• Comprehensive knowledge of all EUC tools and technologies, including patch management, operating systems (Windows and Mac), end point security, privilege management, Intune, monitoring, ITSM, asset management, and remote support.


• Control remote and deskside support operations.


• Simplify the setting so that the technology is up to date and provides excellent customer service.

o Control End User device upgrades and compatibility to guarantee smooth business upgrades and efficient introduction of new functionality and capabilities. o Implement and keep an eye on processes for incident, problem, change, and capacity management in IT services. Ensure effective lifecycle management so


that the IT tools and services are optimised for the business by working across the Infrastructure and Applications team. o Recognise issues and mistakes before or after they happen, and promptly record each incident with the necessary amount of detail. Assume full


responsibility for managing the incident within the parameters of the service level agreement. o In charge of managing, prioritizing, and carrying out requests.


Determine which routine chores, service requests, and incident resolution should be automated, then give them the highest priority.


• Encourage cost-saving measures in all IT environments