Assistant Manager

Job Purpose Summary

As a desk-side 2nd line Support role, providing highly customer focused face-to-face support as part of a wider team of 2nd line support analysts.

Working within the team of analysts supporting Delhi based users, they will provide and manage technical support to the Audio-Visual systems, Computers, Mobile Devices and Other General IT equipments, applications and services. In addition, they will ensure they are equipped to deal with our most popular consumer devices, operating systems and services. They include and are not limited to OSX, Win 10/11, Android, Blackberry and Apple iOS. Further support also includes MACIs (Moves, Adds, Changes, and Installations).

This is a very fast paced and dynamic role that requires someone that can think on their feet, is very proactive and has exceptional attention to detail. The person must also be very structured, and process driven to ensure consistent and quality service delivery. Working as part of a team is a key.

Key Responsibilities:

Client Focus

• Maximise face-to-face contact with the user in any interaction, whilst being mindful of the fact that we are working with typically time-starved users.
• Provide a high degree of initiative and a willingness to accept ownership of issues and requests, keeping the clients interests at the forefront of all activity.
• When issues arise, priority is to get users back up and running as quickly as possible, leaving underlying investigations to 3rd line.
• Ensure that any issues are dealt promptly and remediated appropriately.

Technical Support

• Develop, configure, and program AV systems for seamless integration, automated functionalities, and optimal performance through routine checks.
• Manage A/V operations for hybrid events, including technical support and real-time troubleshooting to ensure high-quality audio/video delivery.
• Perform regular maintenance, firmware/software updates, and inspections of AV equipment (displays, conferencing systems, speakers, microphones, and cabling) to ensure system reliability.
• Maintain accurate documentation of AV assets and collaborate with stakeholders to enhance system capabilities and user experience.
• Stay updated on emerging AV technologies and share knowledge through training and documentation to ensure team consistency and growth
• Regularly monitor the ITSM ServiceNow platform to ensure IT requests, incidents, and tasks are resolved promptly and in accordance with SLAs.
• Work closely with the other Technical Support Analysts and Functional Support Analysts to ensure a quality user experience.
• Take ownership of IT incidents, ensuring timely resolution or escalation as needed. When escalation to another team is required, confirm that ownership has been effectively transferred to the appropriate resolution team.
• Ensure that you continue to adapt to the ever-changing face of technology, with users having services on many different hardware and software platforms.
• Keep a well-balanced stock of key hardware items to provide a smooth and efficient service to our customers.
• You may be requested to carry out additional work as could reasonably be required from you.

Knowledge Management

• Use the knowledge base to resolve calls, highlighting where gaps exist, or knowledge is incomplete or inaccurate.
• Support the offshoring/outsourcing of remote work by providing knowledge transfer as required.

Hardware Provisioning and Asset Tracking

• Responsible for the provisioning and then tracking, monitoring and reporting of hardware asset status, administering asset tracking tools and ensuring their accuracy.