Provide level 3 helpdesk support to all Oaktree employees
Ensure that all phases of hardware support, including procurement, installations, software upgrades, operating systems and system configuration issues are properly coordinated, monitored, tracked and resolved.
Develop and maintain desktop imaging and application packaging and configuration settings and standards
Manage endpoint technology refresh projects including hardware and software upgrades
Develop and maintain the work aids used by the level 1 helpdesk team members to support Oaktree’s end users
Maintain up to date documentation regarding helpdesk FAQs on the Oaktree portal
Work with the global head of helpdesk services to coordinate the training of level 1 and level 2 helpdesk team members on advanced IT topics networking, collaboration technologies and cybersecurity
Administer operational procedures and troubleshooting techniques
Maintain the IT asset management system including hardware and software inventory
Oversee support contracts, purchase agreements and helpdesk vendor relationship management
Communicate planned and unplanned outages and provide status updates to Oaktree end users
Work with the global head of help desk services develop new policies and directions for the team
Analyzes service staff activities including documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.
Assesses the need for system reconfigurations or other changes based on incident/problem trends and makes recommendations.
Assisting IT service related projects: this includes planning the scope and phases of the project, reporting progress on a weekly basis, and driving projects to completion.
Minimum 7 years of IT support experience
Strong technical knowledge Windows 10, Office 365, Active Directory, operating system imaging and application packaging
Strong technical knowledge of telecommunications and audio-visual systems
Strong technical knowledge of networking technologies including TCP/IP, DNS, DHCP and core cybersecurity concepts
Must have experience with Manage Engine service desk or equivalent system
Proven experience in IT infrastructure planning and support
Proven analytical, evaluative and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure, fast paced environment
Exceptional customer service orientation
Extensive experience working in a team-oriented, collaborative environment
Track record in solving/handling complex IT issues and bringing them to resolution
Project management is a plus
Strong leadership skills
Excellent analytical and problem-solving skills
Ability to effectively prioritize and execute tasks in a high-pressure environment.Highly self-motivated and directed
Strong customer service orientation
Excellent listening, interpersonal, written, and oral communication skills