Senior Associate | Desktop Technical Support |India|

The IT User Support Manager supervises professional level employees who are responsible for the strategic success of technology support initiatives. This job oversees junior employees' work in supporting users and troubleshooting fixing devices, software, technology, and accounts. This job acts as a resource to the company by providing knowledge for IT user support and services, ensuring that IT problems within the organization are solved and managed quickly by the team.

Key Responsibilities and Duties
• Supervises team members who confer with end users to resolve incidents and fulfill requests through support via in-person, phone, or remote methods.
• Solves escalated issues by utilizing knowledge of hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
• Diagnoses escalated problem source through discussions with users and coordinates with internal organization support and operations groups and/or with vendors to resolve problems.
• Keeps up to date on the functionality of PC-level network, computer and telephone within the organization.
• Analyzes operating systems and application software at a higher and broader level.
• Advices managers and teams regarding difficult software or operational issues.
• Manages performance of team through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional products and engagement, motivation, and development of team.
Educational Requirements
• University (Degree) Preferred
Work Experience
• 5+ Years Required; 7+ Years Preferred
Physical Requirements
• Physical Requirements: Sedentary Work

Career Level
8PL

503008 - IT User Support Manager India – Senior Associate

Job Profile Summary: The IT User Support Manager - Senior Associate is a high accountability role who is responsible to manage Desktop Technical Support team in India. He / She is responsible for assuring users are provided efficient and timely second level support. He / She is expected to have both technical managerial capabilities relevant to the role. The role needs to maintain highly accurate IT hardware asset inventory records through use of tools. Also create awareness on the use of technologies processes. He / she is expected to prepare maintain internal process documents for the Desktop support team.

Job Description: IT User Support India – Analyst / Associate

Key Responsibilities and Duties:
• Responsible for assuring users are provided efficient and timely second level support.
• Performs staff scheduling to ensure the coverage during normal business hours as required
• Manages the DTS staff including consultation / mentoring guiding them in case of any technical support / help required.
• Comply with and support ITIL change-incident-problem-asset management processes and work instructions
• Ensuring that the DTS support queue is managed adhering to SLAs.
• If required, he / she is also responsible to perform configuration/installation and troubleshooting of PC hardware including laptops, VDI, desktops, tablets/iPads, printers, messaging, Windows operating systems, MacOS, Microsoft Office Suite and mobile devices.
• Monitors problem management database and follows up with the DTS engineer (assigned personnel) to ensure timely resolution of problems
• Maintains a central source of information enabling support engineers to recover outages with minimal disruption to expected service levels
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports aids are completed and continually modified to meet the needs of the department
• Ensures to improve the overall customer support by executing the Service Improvement plans.
• Coordinates training requirements of DTS team.
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
• Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
• Provide a high level of customer service while working in a dynamic complex environment under limited supervision and direction.
• Provide second level end-user support for staffed locations and remote offices.
• Provide VIP / premium support to the senior stakeholders.
• Coordinate with 3rd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels
• Coordinate with DTS team maintain highly accurate IT hardware asset inventory records
• Provide end user training and knowledge documentation
• Preparing maintaining internal process documents for the Desktop support team.

Educational Requirements:
• University (Degree) Preferred

Work Experience
• 8 to 12 years of Experience

Physical Requirements
• Physical Requirements: Yes

Career Level
• 8 PL

Working Hours

Mandatory to work from office 5 days a week.

+ hours a day (Between +am to 10 pm)

Related Skills
Adaptability, Business Process Improvement, Cloud Platforms, Collaboration, Communication, Continuous Improvement Mindset, Digital Savviness, Executive Presence, Innovation, Organizational Savviness, Problem Solving, Relationship Management, Service Delivery, System Administration, Technical Support, Technology Solutions, Technology Systems

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Company Overview

TIAA GBS India was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA GBS India is focused on building a scalable and sustainable organization , with a focus on technology , operations and expanding into the shared services business space.

Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

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TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: accessibility.support@tiaa.org

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