Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 3-5 years
Required residence status: Temporary visa, Permanent resident, Citizen
Accept remote work: unacceptable
About the role
• The End User Support Manager is responsible for both the management and delivery of key IT, by providing assistance & support to our employees both in-office and remotely. • This position is an integral part of the whole IT team and works closely with Infrastructure, Operational Systems and Business Application team members. • This role will be reporting to Application Service Manager and will have Service Desk and Desktop Services team as the direct reports
Duties
• Manage and perform supervisory duties daily for the IT Desktop Support Team and ensuring procedures and processes are adhered to. • Manages Microsoft System and Configuration Manager (SCCM) with respect to virtualising and deploying applications. • To develop, test and maintain software packages for distribution to user desktops, troubleshooting and resolving issues as they arise. • Using scripting languages such as VBScript, PowerShell, or batch scripting to automate tasks within a Microsoft Windows environment. • Monitor and identify any trends or irregular activities on jobs logged with the Desktop Support and Service Desk group that could relate to potential IT issues and escalate to the IT Application Service Manager. • Ensure that all requests from customers for assistance are handled promptly and effectively, and if necessary escalated to the appropriate level.
Skills and experience
• Graduation in Information Technology and/or relevant certification • 10+ years of experience working in a customer focused IT support environment which has included technical problem resolution • Experience of diagnosing and resolving IT related faults/issues • Knowledge of Service Desk and Desktop services and a broad understanding across a wide field along with a record of applying such knowledge successfully in a variety of situations. • Certified with ITIL Foundations • Attention to detail • Good communication and negotiation skills
