Service Delivery Manager with EUC Background

1 day ago

Sydney, New South Wales, Australia Pyramid Global Technologies Full time $120,000 - $180,000 per year


Must Have Experience


• Computer Graduate with minimum of 8 to 10 plus years of experience in EUC and desktop support


• High quality organizational, High quality 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.

Responsibilities

 EUC SME reporting to the ICS Lead responsible for delivering end user services and support devices used by end users for the client

 Act as a backup resource for Windows Lead providing support for Windows / VMWare / Active Directory

 Remote desktop support using Microsoft tools for providing desktop support

 SOE image build, modify and rollout as required

 Security patching for Desktops/Laptops using Microsoft tools

 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


• 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


• Excellent verbal and written communication skills – mandatory – Interaction is required at senior

business level and internal delivery teams.


• Excellent confidence level and good attitude – mandatory - Interaction is required at senior

business level and internally delivery teams.


• Should be customer facing and have a friendly personality.


• KRA - Zero Escalation, Zero Surprise and Negotiator with the Customer


• Preferred 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.


• Work closely with the Service Delivery Manager in all aspects of the managed services delivered for the client


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