Job details
IT Support Management • Providepoint of escalation contact for 2nd level troubleshooting with endto end ownership for technical support • Lead DesktopSupport team that provides 2nd level technology support forAZF's customers • Deliver Root Cause Analysis,Workarounds and Solutions for all desktop technical problems withcompliance to defined ITIL Processes on Problem and IncidentManagement. • Ensure the compliance for CMDB forconfiguration management process deliverables. • Maintainrelationship with external vendors and internal service providersincluding peer to peer and upward technical escalation levels• Facilitate support knowledge and experience to the otherteam members. • Manages the desktop hardware, software andapplication support across the organization including officecomputers, applications, and peripherals for internal office usersexternals AZF's clients • Ensure promptresolution of all desktop user problems as per the trouble ticketsservice level • Ensure applicable IT policies, procedures,and standards are being followed • Manage the SeniorSupport Engineers to ensure optimum IT Infrastructure environmentperformance, security, and availability at all times Incident andProblem Management
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