Senior Specialist-Desktop Support

Senior Specialist-Desktop Support

Education:
Master's/bachelor’s degree in MCA/ BCA, BE / B. Tech,
Experience:
3+ Years experience in IT Management with at least 2-3 years’ experience as a team POC or in an IT Site Management Role
Mandatory Skills:
• Technical troubleshooting and problem-solving
• Excellent communication and interpersonal skills
• Excellent time management, multitasking skills and strong problem-solving skills

• Business and Operations stakeholder management skills (agents to operations managers etc)

Preferred Skills:
• Comprehensive Understanding of Desktop and Laptop Support in BPO Setting
• Comprehensive experience in the delivery of IT incident and problem management
• Comprehensive with Mac and Windows platforms
• Basic Understanding Cloud and VDI Infra

Roles & responsibilities:
• Managed end-to-end IT service delivery operations, ensuring timely incident resolution and service request fulfilment.
• Led a team of [5 to 10] support technicians
• Collaborated with stakeholders and operations business to resolve their tickets across multiple channels (Ticketing System, Phone Support, Chat, Etc)
• Monitored service metrics and generated reports to track performance and identify areas for improvement.
• Worked closely with vendors to manage hardware and software procurement, maintenance, and licensing.
• Conducted user satisfaction surveys to gather feedback and drive continuous service improvement.
• Overseeing and partnering with MIM Team. (major Incident management)
• Providing direction for IT team members
• Identifying opportunities for team training and skills advancements
• Ensure ICSAT, ESAT scores are maintained , VOE are driven satisfactorily.

• Conducts Roadshows and IT Talks across footprints
• Host weekly meetings with the team and other cross-collaborations

• Basic understanding of Data Center like inventory, cable management.

• Leads cable management and grooming in production floor

• Able to troubleshoot Audio Visual Technicalities for Boardrooms on different platforms like CRESTON, Poly, Panacast etc.
• Conducts UAT and collaboaration with Training Team, Production Floor and Key leaders for Movements, Ramps, and Activities for the site.

Alabang, Plaza E BuildingPhilippines

Who We Are

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

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