Description

Job Description

The Site IT Operations - Deskside Support role is responsible for delivering end-user IT services and operational excellence at the site level. This includes deskside support, asset lifecycle management, procurement coordination, and ensuring compliance with IT security and control standards. The role demands strong communication, analytical thinking, and a customer-first mindset.

Responsibilities

Deskside Support:

• End-user asset support (Laptops, SBD, EWS, MEWS, Apple MacBooks)
• Virtual asset support (onboarding, asset replacement)
• VDI and RDP support
• Queue/ticket management and root cause analysis
• Software installation and troubleshooting
• Client health monitoring and resolution
• Floors IT support management
• CBE HUB maintenance and user management
• MS Teams groups and QR code management
• Damage/loss management

2. Asset Management:

• Asset tracking, gate pass, and register maintenance
• Asset disposal and donation coordination
• Asset performance issue resolution
• Stockroom and accessories/spares management
• PC and spares planning (battery, RAM, processors,...)
• Asset rationalization and availability planning

3. Procurement Support:

• Procurement coordination (Capex, Opex, Lease)
• Supplier payment handling (Global and Local)
• Monthly X+Y budget submissions

4. Process and Policy Compliance:

• Adherence to IT control calendar tasks
• Ensure security and compliance controls are in place and maintained

5. Reporting and Analysis:

• Review and analyse stock status, incident, and request reports
• Forecasting and planning based on operational trends

Qualifications

Education: BE / MCA / MBA (IT)

Experience: Minimum 3 years in IT operations or deskside support roles

Knowledge in the following tools/asset types:

• ServiceNow - Incident, request, and asset management
• Windows, Mac, Ubuntu
• Microsoft Office Suite - Excel, Outlook, PowerPoint, Word
• SAP Ariba - Procurement and supplier management
• Power BI - Data visualization and reporting

Preferred Skills and Competencies:

• Experience in multi-location IT operations and deskside support
• Familiarity with Six Sigma or similar process improvement methodologies
• Innovative problem-solving skills
• Strong customer service orientation