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Service Delivery Manager with EUC Expertise

2 months ago

Sydney, New South Wales, Australia Pyramid Global Technologies Full time
About the Job

We are seeking a highly skilled Service Delivery Manager with a background in EUC to join our team at Pyramid Global Technologies.

Key Responsibilities
  • Deliver end-user services and support devices used by end users for the client as EUC SME reporting to the ICS Lead.
  • Act as a backup resource for Windows Lead providing support for Windows / VMWare / Active Directory.
  • Provide remote desktop support using Microsoft tools for providing desktop support.
  • Ensure all desktops and Laptops are protected with Antivirus.
  • Application packaging using SCCM or equivalent tools and rollout of packages.
  • Provide desktop support services to users from corporate offices and offshore based TechM team.
  • Work closely with internal and external key stakeholders including Data center support teams, BPO support team and Application support teams.
Requirements
  • Computer Graduate with minimum of 8 to 10 plus years of experience in EUC and desktop support.
  • High quality organizational, communication and customer management skills.
  • Ability to effectively multi-task and priorities.
  • High energy levels, commitment, and drive.
  • Ability to deal with internal and customer escalations, service issues and complaints.
  • Ability to drive performance in individuals and teams.
Preferred Qualifications
  • ITIL and Six Sigma background.
  • Proactive management of the team members and ticketing queues to ensure SLA achievement for Incidents, Requests and Problems.
  • Manage internal team escalations to ensure there are no blockers to delivering great customer service.
  • Delivering successful Continual Service Improvement program driven through proactive service ideas.