Job expirat
Key Responsibilities:
• Supervise daily activities of IT Customer Experience Support members and advise on priority projects by consulting with direct Manager.
• Manage Desktop Support function to internal and external clients ensuring incidents/requests are effectively responded to, updated regularly and satisfactorily resolved.
• Review all incoming work for clarity, provide clear work directions e.g. receive requests for assistance from the field and determine level of assistance required and respond appropriately. Monitor and assign tickets and urgency levels in the ticketing tool.
• Expert knowledge of processes and related systems to effectively perform responsibilities. This includes but not limited to Infrastructure management, Asset management, internal Procurement management, others.
• May make decisions about the day-to-day operations of the team, including management of work, distribution of Incidents as well as approach regarding workload, equipment, staffing.
• Identify and assist with development of support materials for team use e.g. training manuals, job aids, and views in databases.
• Prepare, analyze and interpret complex reports/information and formulae conclusions.
• Act as technical and functional resource and Subject Matter Expert for team members
• Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency;
• Perform analysis of audits; analyzes results and develops process improvements to maintain quality deliverables
• Assist with providing operational statistics and escalates operational issues to direct Manager
• Plan and facilitate weekly (as required) team calls/meetings. Present and may facilitate at group meetings and new hire integrations; may develop presentation content
• May create annual team objectives with supervisor approval. Monitor and coach team to meet them.
• May prepare, coordinate and conduct performance appraisals, counsel employees on career and performance/disciplinary issues.
• Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects.
• Manage numerous, complex projects requiring high level capabilities with minimal supervision.
JOB REQUIREMENTS
• Bachelor's degree in Computer Science or Engineering
• Minimum of 3-4 years’ experience in Desktop/Infrastructure Support area based on ITIL methodologies and 2 years supervisory/leadership experience in a fast paced large scale operations customer service environment. Incident Management as per ITIL methodology
• Windows XP / Windows 7 Desktop , Microsoft Active Directory, Group policy,
• Computer Image deployment experience: WDS.
• Hardware/Software installs and upgrades, SCCM
• General knowledge on VPN, DNS, DHCP, LAN / WAN support, Microsoft Office 2007 / 2010, Microsoft Office Communicator / LiveMeeting , Microsoft Exchange, Avaya Telephony , Avaya Contact Centre , Cisco Networking, Dell Servers, Storage, Desktop pc’s and laptops.
• Team leading, Coaching/mentoring skills
• Issue Management/problem solving skills
• Organization skills, attention to detail and follow through to resolve any outstanding issues.
• Ability to communicate appropriately with people at various levels, both in formal and informal settings.
Job Summary:
IT Support Team Lead is responsible for daily supervision of IT Customer Support team. S/he manages workload of the team may make work assignments and has responsibility for developing team members. This role also operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. This individual manages effective internal/external client relationships within own area of responsibility, and builds client relationships in the wider group or unit. This role also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.
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.
