IT Manager / Desktop Support

•  Tier 2 IT deskside support in busy, customer contact center including the following aspects:
• AWS Connect and Microsoft Teams
• Desktop virtualization – Azure Virtual Desktop; Horizon Virtual Machines
• Microsoft Windows Operating Systems, Office365 suite
• Monitoring and troubleshooting using any of following or similar:  NetThink, ZDX, Azure Advanced Insights, Live Action, Wire Shark. Splunk and ability to do basic review of traces.
• Laptop setup and configuration(s), settings to support virtual desktops e.g., headsets, monitors, network/system settings, agents such as Microsoft Remote Desktop Client
• Security tools such as Crowdstrike, Zscaler for Users, Appgate

·         Experience with Windows 10 to 11 upgrade projects and/or Desktop Virtualization Migrations

·         Ability to learn and provide basic troubleshooting on 3-4 customer business applications, including mainframe connectivity / green screen.

·         Experience providing guidance, orientation and training on processes, procedures and systems supported by the team.

·         Experience with using ServiceNow for ticketing.

·         Excellent communication and people skills with the ability to collaborate effectively with customers.

·         Highly organized, dependable, and initiative taking

·         On-site 4 to 5 days a week

·         Acts as member of IT team, on site at contact center to support a growing number of users 

·         Support active stabilization project, working with remote IT staff, including change implementation and testing 

·         Support end user migrations to the selected stability solution(s)

·         Provide off-hour emergency and change validation support, as needed.

·         Smart hands for US-based support teams that represent network, desktop, applications, contact center technologies, etc.

·         Coordinate with EXL support team around all end user support issues

·         Provide a daily summary to technical leads with information on any issues to avoid bigger impacts and/or improvement opportunities

·         Ticket work/management, ticket documentation, escalation, notification, and resolution

·         Create and update documentation and knowledge base articles

·      Acting as Leader on the DSE floor for the organisation.

·      ITIL & ITSM certification will be an advantage.

·      Keen on Continuous Service Improvements, related to IT Service Delivery

·      Provide coordination across all core team members and departments to operate effective & desired operations.

·      Incident handling and management. Assess and diagnose escalated problems.

·      Preparing and implementing of day-to-day Plan of Action to run smooth IT operations.

·      Testing, Migration of new processes.

·      Ramp-Ups, Capacity Provisioning, and Troubleshooting.

·      Review and initiate measures for automating/streamlining internal processes.

·      Ensuring compliance with regulatory & security policies.

·      Coordinate and support operative deployment tasks.

·      Act as a Single Point of Contact for assigned projects to ensure all infrastructures is deployed according to the standards.

·      Communicate and stay in touch with the various Service Management deployment And Voice engineering teams and give support where required.

·      Self-coordinate activities and provide a transparent overview of performed and upcoming activities.

·      Provide reports, risk lists, open issues/tasks, and financial overviews where required.

·      Effective client Communication & provide timely updates.

·      Excellent verbal and written English communication.

·      Interpersonal and customer service skill is required.

·      Mid to Expert Level in MS Excel & PowerPoint is a must.

·      Able to make quick decisions & deliver keeping business interests in mind.

·      End-to-End IT Assets Lifecycle Understanding.

·      Coordinate with the central team from time to time or on a need basis.

·      Able to present a weekly and monthly dashboard showing KPIs, performance & other relevant parameters.

·      Awareness of regulations for an IT company & ability to drive the same in the current environment in coordination with local authorities.

·      ISO, PCI, GDPR & local DPA compliance awareness.

·      Cross-functional / Borders coordination skills.

·      IT Financials (Capex, Opex) understanding & expertise is expected to manage department financials along with the existing team.

·      Able to manage high-pressure situations.

1.          MCSE, A+, N+ or relevant IT Qualifications

2.          Must have a Senior Certificate

3.          Must have Clear criminal and credit record

4.          Salary negotiable depending on experience

Important: As part of the responsibilities, support staff may occasionally provide technical assistance to financial departments where customer information, including sensitive banking details, is stored or accessible. Staff must understand and accept that they will have access to confidential customer information and, therefore, must demonstrate a high level of trust and integrity. A clean credit and criminal record are a prerequisite as well as maintaining a clean credit and criminal record while under contract or employment.