Skills: Service Desk Management
Experience Required: 6-8
Pre-Screening Questionnaire:
How many years of experience do you have in Desk‑side / Service Desk / L2 end‑user support?
Have you supported multiple sites or regional locations? If yes, briefly explain.
Are you comfortable working in a production support environment with SLAs?
Have you provided on‑site IT support (not remote only)?
Are you willing to provide VIP / executive support on‑site when required?
What experience do you have working with defined SOPs and ITIL‑based processes?
Which ticketing tools have you worked with? (e.g., ServiceNow, Remedy, JIRA, etc.) How do you manage incident backlogs and prioritize tickets under SLA pressure?
How do you communicate delays or escalations to users and stakeholders?
Must Have Technical/Functional Skills:
Perform Service Desk operations following defined SOPs.
Manage service delivery for the primary assigned site and additional regional sites.
Deliver hardware, software, and related services per defined SLAs.
Support Service Desk activities during acquisition integrations.
Administer and maintain antivirus and Tanium tools; ensure patching and security compliance.
Maintain and update CMDB for accurate IT asset and inventory management.
Provide operational monitoring and on-site IT support for shopfloor and field environments.
Execute full PC lifecycle tasks: IMAC, refresh, stock handling, and disposal.
Implement, configure, and troubleshoot network MFD printers and scanners.
Support Desktop Teams applications and mobile device configurations.
Resolve incident and service request backlogs; communicate progress and track root causes.
Procure hardware/software by securing necessary approvals.
Provide VIP on-site support as required.
Identify end-user training needs and deliver training sessions.
Never miss an opportunity! Create an alert based on the job you applied for.
