Key Responsibilities:
- Masterfully manage and track assets using our Asset Tiger system, ensuring accurate lifecycle oversight.
- Conduct detailed monthly audits of in-store devices to confirm inventory accuracy and completeness.
- Maintain up-to-date, precise records of asset movements, reflecting real-time statuses.
- Coordinate the setup and recovery of IT equipment for new hires and departing employees to minimize operational disruptions.
- Resolve incoming IT support tickets via Jira efficiently, prioritizing based on urgency and impact.
- Provide level 3 technical support for a range of end-user devices, including troubleshooting complex issues in collaboration with the IT team.
- Enhance response times and the quality of IT support services by working closely with other IT team members.
- Perform regular IT audits, both on-site and off-site, ensuring adherence to company standards and regulatory requirements.
- Manage onboarding and offboarding processes effectively, overseeing all IT-related aspects.
- Participate in a critical project to identify and document all end-user devices.
- Travel as required to various locations to complete the project, with all expenses covered by the company.
- Support a full spectrum of IT activities related to end-user devices such as notebooks, mobile devices, and printers.
- Liaise with vendors and third-party service providers to ensure service quality and compliance.
- Collaborate extensively within the larger IT Service Operations Unit to support broader operational needs.
- Undertake other tasks as required by the department and operational demands.
Requirements:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in IT operations, covering the full spectrum of IT end-user device support services.
- Proficiency in IT service management software and ITIL (Information Technology Infrastructure Library) best practices.
- Demonstrated experience in the management of IT assets, including tracking, auditing, and comprehensive reporting
- Excellent organizational and project management skills.
- Strong communication and interpersonal skills, capable of working effectively with cross-functional teams.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Knowledgeable in ITIL and IT service management processes and activities.