IT Service Desk Senior Administrator (Subject)
- Tredence
- 7 to 12 Yrs
- All India
- 3 days ago
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Job Description
- As a Senior Administrator/SME on the user engagement team (Service Desk) at BPM, you will showcase a high level of professionalism by delivering excellent customer service and making sound judgments to ensure timely resolution of issues for support tiers 1, 2, and 3, including 24X7 production support. Your responsibilities will involve maintaining a deep understanding of all desktop systems, applications, and technologies. You will oversee day-to-day IT operations, from hardware setups to account troubleshooting, and provide top-notch client-side support. Your role will require hands-on experience across a broad IT spectrum, encompassing PC hardware, software applications, and OS support, including installation, configuration, and troubleshooting. You will be driven by a customer-centric approach and thrive on team success and effective solutions delivery. Adaptability to new processes and procedures, agility in handling a high volume of requests, and ambiguity will be crucial for success. Your ability to demonstrate strong initiative, quick learning, flexibility, and maintaining high productivity levels with minimal supervision will be essential in this role. As a Senior Administrator, your primary goal will be to ensure smooth operation of user systems, enabling end users to carry out their business tasks effectively. This will involve promptly resolving escalated end-user help requests within established SLAs, which may include using diagnostic tools and providing hands-on assistance at the desktop level. In terms of strategy and planning, you will be responsible for developing IT operational plans aligned with the firm's overall objectives, focusing on robust and efficient service operations. Collaborating with senior management and US-based IT teams to set goals and deliverables, you will ensure effective communication and stakeholder engagement across geographies. Implementing technology solutions to enhance operational efficiency and service delivery globally will also be part of your mandate. In service operations management, you will oversee the daily IT services operations provided by the support team in India, ensuring alignment with firm requirements and maintaining continuity across all BPM locations. Defining, monitoring, and optimizing key performance indicators for IT operations to support organizational demands and future growth will be critical. You will be responsible for incident and problem response, managing these based on their impact and severity from initiation to resolution. Additionally, producing, updating, and managing IT team processes, documentation, and policies will fall under your purview. Team leadership and development will be another key aspect of your role. You will be involved in initiatives to foster a culture of high performance, ownership, and continuous improvement within the IT team. Supporting collaboration and alignment between Indian and US IT teams to create a cohesive work environment will be essential. Ensuring compliance with predefined service level agreements (SLAs) and management policies, maintaining high-quality standards, managing the helpdesk team, including scheduling, performance evaluations, and training, and analyzing helpdesk activities to optimize processes will all be part of your responsibilities. Your qualifications should include a Bachelor's degree in a relevant field, 7-12 years of related work experience, and technical certifications. Practical experience in managing IT services according to SLAs and achieving high service quality standards will be expected. Your technical knowledge and experience should cover various areas, including service desk or end-user services experience, 24X7 production support, O365, AZURE, SD Plus Administration, Microsoft Vendor coordination, AZURE AD, Active Directory on Prem support, networking, DHCP, DNS, firewalls, VPN, and troubleshooting with Microsoft applications. Key soft skills for success in this role include excellent verbal and written communication, customer service orientation, ability to work under stress with poise and focus, self-motivation, agility, adaptability to different time zones, and the capacity to navigate cross-cultural environments effectively. Your ability to drive continual improvement, reinforce SLAs, and contribute to technician knowledge base and training will be crucial for delivering effective IT operations at BPM.,
Employement Category:
Employement Type: Full timeIndustry: BFSIRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: IT Service Desk Senior Administrator (Subject)Contact Details:
Company: BPM LLPLocation(s): All India
Keyskills: AZURE Networking DHCP DNS Firewalls VPN Microsoft applications Outlook MS Office iOS Accounting software MS Dynamics Lacerte Box Bloomberg Laptops SOPs Verbal communication Written communication Customer service Remote support Onsite support Enterprise support Exchange Admin CCH Wolters Kluwer Intuit Monitors
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