Job Description

Overview

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Service Delivery Manager with EUC Background

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Must Have Experience

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- Computer Graduate with minimum of 8 to 10 plus years of experience in EUC and desktop support
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- High quality organizational, High quality communication and customer management skills.
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- Ability to effectively multi-task and priorities.
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- High energy levels, commitment, and drive.
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- Ability to deal with internal and customer escalations, service issues and complaints.
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- Ability to drive performance in individuals and teams.
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Responsibilities

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- EUC SME reporting to the ICS Lead responsible for delivering end user services and support devices used by end users for the client
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- Act as a backup resource for Windows Lead providing support for Windows / VMWare / Active Directory
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- SOE image build, modify and rollout as required
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- Security patching for Desktops/Laptops using Microsoft tools
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- Ensure all desktops and Laptops are protected with Antivirus
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- Application packaging using SCCM or equivalent tools and rollout of packages
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- Provide desktop support services to users from corporate offices and offshore based TechM team
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- The role is full time and placed at Customer location,



work closely with internal and external key stakeholders including Data center support teams, BPO support team and Application support teams
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- Excellent verbal and written communication skills – mandatory – Interaction is required at senior business level and internal delivery teams.
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- Excellent confidence level and positive attitude – mandatory - Interaction is required at senior business level and internally delivery teams.
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- Should be customer facing and have a friendly personality.
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- KRA - Zero Escalation, Zero Surprise and Negotiator with the Customer
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- Preferred ITIL and Six Sigma background
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- Proactive management of the team members and ticketing queues to ensure SLA achievement for Incidents, Requests and Problems.
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- Manage internal team escalations to ensure there are no blockers to delivering great customer service.
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- Delivering successful Continual Service Improvement program driven through proactive service ideas.
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- Work closely with the Service Delivery Manager in all aspects of the managed services delivered for the client
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📌 Service Delivery Manager with EUC Background (New South Wales)
🏢 Pyramid Global Technologies
📍 New South Wales