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. 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. 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. 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. 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. Inficare
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