Desk Side Services

Candidates should be confident, possess excellent communication skills, and have a strong willingness to learn. They should be interested in new technologies, be process-oriented, and capable of solving complex problems under pressure. Maintain up-to-date knowledge of the latest Mac, Windows, and mobile platforms and their compatibility with MDM solutions, including best practices and system configurations. Ability to explain technology concepts, procedures, and policies in a non-technical manner; collaborate and coordinate with other teams to track, isolate, and resolve technical issues. Must have prior experience supporting employees at all levels and managing a team of 10+ employees. Strong task management skills : ability to prioritize, triage, resolve, and escalate efficiently and effectively. Advanced knowledge of OS concepts, Active Directory, Endpoint management solutions, and various security platforms. Requires knowledge of OU and Security Group management. Strong understanding of security best practices, worst practices, concepts, and real-world applications. Effective communication, patience, persistence, and follow-through in tracking, troubleshooting, and resolving internal customer support calls. Must have effective written and verbal communication skills. Able to travel up to 15% of the time in this role. Must be capable of lifting 50lbs. Lead IT Onboarding sessions for new hires, contract conversions, and rehires weekly. Interface with leadership to solve complex issues and advocate cross-functionally. Provide frontline support for all employee business levels. Facilitate, implement, troubleshoot, problem-solve, and document findings. Work in a dynamic, fast-paced environment. Serve as technical lead and player-coach for the Tech Lounge team. Mentor team for improved efficiency and support process accuracy. Offer remote and on-site white glove technical support for leaders and partners. Act as a point of contact between executive stakeholders and departments. Collaborate with IT teams to refine processes. Support internal and external events (e.g., departmental meetings, training). Maintain documentation for Tech Lounge processes and runbooks. Establish best practices for technical support. Lead or consult on IT projects / initiatives. Act as Incident Manager for high-priority IT incidents. Implement / document policies and procedures for IT systems. Work with IT leadership on service level agreements and ticket resolution. Follow up with customers to identify improvement areas. Develop performance reports. Manage multiple cases with shifting priorities. Collaborate with Service Desk Team and other experts on projects and initiatives. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases