Purpose
Provide day to day management of the End User Services community who provide desk side support to users across APAC. The team is responsible for supporting Laptops and PCs together with other end user devices such a Printers, Scanners, Webex boards & iOS devices. The team also provides hands on assistance to the Global IT teams supporting centrally managed servers, telephony switches, Security initiatives and network equipment.
Provide high level Management of real estate initiatives and ensure that End User services are appropriately engaged, staffed, and costed.
Work alongside other regional COG leads to drive adoption of global standards and deliver to a consistent operating model.
Influence and shape the regional organizational structure to ensure that coverage is appropriate and aligned to the correct Leadership.
Ensure that the End user services team provides the visible face of IT to the business and deliver a very high level of customer service, particularly to the company executives. This will involve helping to ensure problems outside the team’s direct responsibility are addressed by liaising with the wider IT teams as required.
Responsibilities
- Provide overall management of the APAC support teams. Ensure the completion of the appraisal and performance management process to develop the team to their full potential.
- Provide an escalation point for all priority desk side issues within APAC liaising directly with the Senior Management in response to critical issues.
- Responsible for the management of end user device support across the APAC region, including support of standard applications and the PC build process. This role will require some hands on work, so a high level of technical competency is preferable.
- Manage the support of Webex facilities, including proactively ensuring that regional town Halls and high-profile meetings are successfully initiated.
- Responsible for ensuring that a high level of VIP service is provided and that their problems are resolved effectively by working with other IT teams as required to achieve this.
- Responsible for ensuring work within MDF and IDF rooms is performed to the required standards, and that patch cabling is performed in a tidy fashion and that the rooms are kept tidy.
- Involvement in projects as required (e.g. Office Moves, Windows Upgrades, Hardware Refreshes), developing and leading the desk side elements of these. Out of hours work may be required for some implementations.
- To provide assistance in other regions when required – this can comprise remote support of problems or onsite visits.
Requirements
- Strong experience of leading a customer facing desktop support team, including support of business Management.
- Proven analytical and problem-solving skills.
- Self-Motivated and customer focused individual.
Knowledge
- Must be fluent in English Language (both written and verbal).
- Regional Language skills across the APAC region would be an advantage.
- IT based qualifications as applicable to the role.
Technical Skills
- Understanding of Intel based PCs, VDI, Printers and peripherals
- Knowledge of Windows 10/11 Operating systems
- Understanding of Office 365
- Knowledge of MS Windows server
- Knowledge of Microsoft desktop office applications
- Knowledge of Cisco Webex solutions
Financial Proficiency
- Good numeric skills and ability to track financials.
Communications Skills
- Excellent verbal communication skills and the ability to work and communicate with staff at varying levels of seniority from technicians to senior managers, on both technical and non-technical levels.
- Excellent written and email communication skills and the ability to clearly convey the message in an easily understood manner.
Regulatory & Compliance
- A strong understanding of audit controls, specifically relating to IT and compliance within an Operations environment
Leadership & Team working
- The ability to lead a team of staff, taking a hands-on approach and providing a clear technical vision of the way ahead.
- A strong teamwork ethic with the ability to build and maintain relationships across multiple IT and Business departments to ensure a collaborative working environment.
- The ability to build strong working relationships with key individuals within the IT Operations function, allowing the department to work as a cohesive unit.
- Must have a positive approach to conflict resolution, working with others as required to achieve a positive outcome wherever possible.
Systems and Programs
- An excellent understanding of Windows based PCs and MS Office Products
