Senior IT Consultant, End User Computing (EUC)

Senior IT Consultant, End User Computing (EUC)

To manage, lead, and motivate a team of helpdesk and desktop support engineer to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness.

Key Responsibilities

• To develop and maintain procedures related to monitoring, tracking, and coordination of helpdesk and end user computing support activities.
• To establish and monitor service level targets/benchmarks and measure performance against those benchmarks.
• To develop and maintain comprehensive documentation, including operations guidelines & procedures, inventory checklists, deployment guides, budget information, training guides, FAQ and support materials.
• To communicate effectively with customers and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns.
• To facilitate equipment, services, and software purchases and implementation; and manage inventory and licensing reconciliations.
• To develop an effective and workable framework for managing and improving customer IT support in the organisation
• Manages vendors and outsourcing contracts.
• To oversee support specialists effectively utilize helpdesk problem-management process (the identification, prioritization, escalation and resolution of end user help requests) to ensure quick and accurate responses to all end users, while emphasizing a customer-focused attitude
• To track and analyse support calls and information requests to identify areas of need and create strategies to enhance end-user reliance on support personnel.
• To oversee timely delivery of quality technical support service to staff and students
• To work with IT teams and business leaders to coordinate projects, manage capacity and optimize performance, reliability and efficiency.
• To communicate fluently and provide VIP executive support to SIT Senior Management and HODs.

Requirements

• Degree in Computer Science from a good University or equivalent.
• At least 8 years of ICT working experience in helpdesk and desktop technology support operations, including experience troubleshooting and supporting computer applications and operating systems.
• Minimum of 5 years of experience supervising technical support staff.
• Demonstrated experience with Microsoft System Centre Configuration Management, or equivalent, for workstation imaging, software patching and software distribution work.
• Excellent analytical, written, and verbal communications skills including the ability to effectively communicate technical information to non-technical users.
• Must be proactive and can work both independently and collaboratively with colleagues, end users, and with external vendors.
• To have excellent customer-service skills required and able to foster good relationships between IT and end users.
• To have the ability to work on multiple projects with multiple deliverables.
• To have good management skills particularly in project management, change management, outsourcing and contract management.
• To have strong planning and administrative skills
• To be highly proficient with Microsoft Windows and Mac OS operating systems for end-user computing devices. Advantage to have knowledge in Linux operating systems.
• To have good hardware knowledge on standard computing devices (e.g. laptops, desktops).
• To have good hardware and software knowledge on mobile computing devices (e.g. iPhone, Android phone, etc).
• To have a good combination of technical knowledge in desktops, systems & network support structures.
• Pro-active, dynamic, dedicated team player & customer-oriented