||Assist the team lead in managing the members responsible for providing first-tier support, managing contract and procurement processes.
-Assist in the development and implementation of service desk policies, processes, and procedures to improve service desk delivery operations.
-Assist in establishing service level agreement and ensure that these agreed levels of incident resolution and request fulfillment are met.
-Deliver excellent level of technical resolutions via email and phone related to Windows PC/Server, Microsoft applications (e.g., Outlook), TV Conference systems (e.g. Cisco, Polycom), iPhone/iPad, Printer, Networking.
-Assist in IT infrastructure-related projects (e.g., technology upgrades, new hardware and software deployments,
e-learning, user training) as needed.