Desktop Support Team Lead

OVERVIEW OF ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide outstanding customer service and support while assisting our business partners with their technology needs while following Global Infrastructure processes.

• Install, diagnose, repair, and maintain information technology infrastructure including, but not limited to workstations, mobile devices, Printer, copiers, scanners, fax machines, VOIP, video conferencing, AV equipment, tape backup systems, networking equipment and Wi-Fi using the incident management system.

• Working closely with local BU IT or IT Site leads to get aligned on local priorities

• Work closely with IT SC to increase their FCR and support users remotely whenever it is possible.

• Efficiently log, troubleshoot, and resolve incidents using the incident management system while adhering to knowledge management processes.

• Communicate application problems and issues to key stakeholders, including management, development teams, business partners, and unit leaders.

• Coordination with Vendors with respect to IT Infra.

• Provide support for the testing (POC) of new and existing software and hardware under development or consideration for purchase.

• Provide “on call” Services and respond to incidents in a timely manner wherever it is required.

• Own and maintain a local Asset Inventory (computer, monitor, phones, laptops, Printers, iPad, UPS…)

• Support for maintaining the Rack elevation (MDF IDF) up to date and share with GIDC teams.

• Hands and Feet support at the location for Managing Data Center.

• Work with local Facility team to ensure AC/UPS are working fine with proper maintenance as per the schedules and required coordination.

• Support in ensuring all devices is Security compliant with required security patch levels, AV definition/engine, Zscaler, Red clock, CrowdStrike, Carbon Black, BitLocker…etc.

• Provide mentorship and guidance to junior members of the team.

• Coordination with location Leads.

• Preparation of day-to-day basic reports as and when required.

• Ordering and tracking of fixed line / telephony invoices / Toll Free Fax Lines / Customer Services etc.

• Management of all mobile telephony partners like (Orange and SFR)

• Will be main point of contact for the users and should have fluency in speak French.

• Need to Monitor usage, ordering, tracking invoices and late payments.

• Should be able to Manage iPhone and line inventories.

• Organizing and monitoring deployments / renewals.

• Reassigning lines in the event of employee departures / arrivals, sometimes with line renumbering for sensitive lines.

• Handling requests for iPhone allocation

• Obtaining duplicate SIM cards in case of loss / theft, etc.

• Assisting users with the enrollment of iPads and iPhones.
• Placing all equipment orders for users.
• Monitoring PC orders with registered Partner according to leasing periods.
• Organizing equipment collection during returns (to the lessor or recycler depending on the type of equipment).
• Ensureing to organizes exceptional equipment transportation between Paris and Lyon, for seminars, etc.
• Shipping printers to field force sites.
• Should be able to Handle requests for a typical software like Articulate, SEMrush, etc.
• Ensuring whether the application is authorized.
• Requesting quotes from resellers, placing orders, etc.
• Ensuring and Monitoring equipment returns process for all the sites with coordination with HR.
• Following up on theft declarations with users and with the lessor, providing police reports and triggering insurance processes.

Detailed Duties & Responsibilities

Scope of Work

INCIDENT & SERVIE REQUEST MANAGEMENT

· Diagnosing and managing incoming end-user requests with respect to deskside support.

· Identifying calls as Service Request, Incident, Tasks etc.

· Prioritizing calls against agreed upon Service Levels Agreements

· Determining the action required to resolve tickets.

· Update Notes properly and correctly in Service Now Tickets so that meaningful information is found on the tickets.

· Managing issues from creation of