• Manage and support the Help Desk Team in day to day affairs
• Escalate more complex issues to appropriate team members.
• Track issues from open ticket to resolution using Help Desk ticket management system
• Ensure ticket response and resolution times are within SLA timeframes
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Set up and manage user accounts
• Deploy and support various user workstations
• Set up and install new hardware and software
• Assist users both remotely and at client sites
• Support handheld devices including iPhone, Android, etc.
• Support printers, faxes and scanners
• Create and update technical documentation
• Rotating On-call duties
• Perform other related duties and special projects as assigned by manager
• Arrange procurement of IT hardware and supplies for clients in a timely manner
• Interact with vendors and customers for the procurement of new systems technologies
• Ensure advance communication of service disruptions is delivered to users who will/may be affected during maintenance and outages
• Establish the processes for handling incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Develop and enforce request handling and escalation policies and procedures.
• Detailed knowledge of Service Desk best practices and tools
• Extended weekend and evening work may be required for production support, during implementations and to meet project deadlines.

Job Summary