Job expirat
The IT Support Team Lead is:
- responsible for overall technology operations within the organization
- focused on managing the performance of Level 2 services & support to clients (internal) and ensure that service levels are achieved.
- responsible for ensuring that internal customer expectations are met
- responsible for ensuring that the standards and processes are followed to provide effective customer service and meet requirements.
Main responsibilities:
Coordinate the Technical Support Team (Level 2) and be responsible for overall technology operations in the center.
Ensure Technical Support activities are in accordance with agreed standards and procedures.
Act as role model. Train, coach and mentor Technical Support Engineers. Manage performance evaluation and career development.
Develop an effective and workable framework for managing and improving customer IT support in the organization.
Act as escalation contact for all requests and incidents
Monitor and prioritize incidents queue, operational tasks and activities. Coordinate urgent or complicated support issues or activities. Prioritize and chase outstanding incidents with appropriate responsible.
Incidents Deep Dive and develop strategies for improvement
Determine root cause of issues and communicate appropriately to internal and external customers.
Oversee Solutions repository and ensure top quality solutions are available within the team
Identify and document potential service improvements in accordance with ITIL best practice.
Update process and procedures, as and when required, that are used in the day-to-day activities. Build training material to support staff and users.
Advise management on situations that may require additional client support or escalation.
Manage process for communicating outage/emergency activities within organization Manage vendor relationships as it depends on daily operational needs. Develop positive and productive working relationships with colleagues.
Develop and maintain excellent working relationships with internal customers and other support departments
Deputy the Country IT Lead
Technical skills:
Incident Management methodology and tools (ITIL knowledge is a plus)
Windows 7 OS support, Microsoft Active Directory, Group Policy
Computer Image deployment experience (WDS)
General knowledge on VPN, DNS, DHCP, Cabling, Patching, Servers, Switches
Good understanding of PC hardware, servers, printers, other office equipment
Microsoft Office 2010, Microsoft Office Lync / LiveMeeting, Telepresence,
Microsoft Exchange, Cisco Telephony, Cisco Networking.
Experience and Competencies / Personal Attributes
Bachelor’s degree in computers or other technical engineering
Experience of working in an IT customer service environment/help desk (3-4 years). Strong Customer Services skills
Minimum 1 year of experience in coordinating a Technical Service Desk/Support Team.
Excellent written and verbal communication skills (English);
Ability to function effectively with minimum supervision and organize work activities for team members
Demonstrate analytical, creative and proactive thinking. Attention to details.
A positive analytical attitude to process and performance improvement.
Good problem solving aptitude and skills
Good time management skills
Accenture is a global management consulting, technology services and outsourcing company. With more than 181,000 people serving clients in over 120 countries, the company generated net revenues of US$23.39 billion for the fiscal year ended Aug. 31, 2008. Its home page is www.accenture.com
Our clients are some of the world\'s most dynamic organizations - 96 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500. Committed to deliver innovation, we help them find the ways to become more successful in every part of their business from strategic planning to day-to-day operations.
Our people are our most important asset and we invest considerable resources to provide on-going training that builds and extends professional, technical and management skills in all areas. Your learning program will be determined by the requirements of your specific role but will usually involve specialized skills as well as personal and leadership development. You will work with your manager to determine what skills you need and how to build them.
Choose Accenture for a career where the variety of opportunities and challenges allows you to make a difference every day. A place where you can develop your potential and grow professionally, working alongside talented colleagues. The only place where you can learn from our unrivalled experience, while helping our global clients achieve high performance. If this is your idea of a typical working day, then Accenture is the place to be.
