Roles and Responsibilities
Soft Skills
• Strong written and verbal communication skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong customer service skills
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• Must be detail oriented and self-motivating , self-starter with ability to work on their own initiatives
• To work through issues analytically to a successful conclusion
• Flexibility with respect to time – client deliverables need to be met with a Can do attitude
• Excellent problem solving / quantitative/ analytical skills
• Experience of managing and leading a geographically and culturally diverse team
Desired Experience
• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Thorough understanding of Outlook's calendaring tool
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality
• Desk side Support Management
• Customer Relationship Management
• Vendor Relationship Management
• Project Management
• SLA Management including Incident, problem, Configuration, Service request etc.
• Daily review with the Country Managers
• Periodic reviews with Customer and Vendors
• MIS and Reporting
Other Skills / Experience
• Ideal candidate would be expected to have a good understanding of IT Infrastructure, Contract and Vendor Management.
• Management of the Region
• A significant travel is expected on the job – hence should be willing to work in such a role