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For an expanding number of IT authorities, help or assist desk jobs serve as a profession launch pad. These organizational contraptions always belong to a larger IT organization, and their job is to provide suggestions and assistance to clients. These job services have a whole lot in regular and are in potent demand. In its current Occupational Outlook instruction manual, the U.S. Bureau of Labor records describes these positions as "computer assist specialists."
"Employment of computing device assist specialists is projected to grow 12 p.c from 2014 to 2024, sooner than the average for all occupations. extra aid functions may be mandatory as companies improve their computer device and software."
The same source additionally shows that 2015 median pay for such positions is $fifty one,470 per annum, or $24.seventy five an hour. or not it's the bottom pay price for all the laptop jobs they cowl, which explains why it's such a typical aspect of entry for IT experts simply getting begun.The help Desk Institute (HDI)
situated in 1989, HDI is each an expert association and a certification sponsor. (HDI is the organization's legal name, though it all started as the "help Desk Institute.") Its average mission is to facilitate expert construction and to foster organizational success via exception client carrier, with a spotlight on support and aid desk operations.
besides its certification and practicing efforts, HDI also hosts conferences and movements all over, produces publications and analysis, and offers abundant opportunities for involved gurus to network and collaborate with one a different. HDI is part of UBM know-how, which also runs the Black Hat, Fusion and Interop conferences, and produces such online publications as InformationWeek, darkish analyzing and network Computing.Overview of Core HDI Certifications and Job Roles
HDI certifications are basically prepared around help center job roles. though HDI does offer some credentials outdoor this umbrella, their 9 core credentials can conveniently be arranged as a quasi-ladder or -cascade of help desk/support core positions (from the bottom up):
HDI client provider consultant (HDI-CSR): An HDI certification for frontline customer carrier representatives, designed to assist them examine customer enterprise wants and provide great carrier. The HDI-CSR aims at assist experts from client carrier centers, call facilities and help facilities. (route + examination: $795 (contributors)/$895 (nonmembers), $a hundred forty five examination handiest)
HDI laptop assist Technician (HDI-DST): An HDI certification for technical help specialists who provide in-grownup help to internal or remote employees or employees, or external shoppers. The HDI-DST emphasizes techniques to improve customer interplay, understanding of carrier stage agreements and their impact on workflow and request priorities, root trigger analysis, ITIL strategies for incident, issue, trade, unencumber, asset and configuration management. (direction + examination: $645/695, $one hundred forty five exam best)
HDI aid center Analyst (HDI-SCA): An HDI certification that aims at frontline technical assist body of workers seeking to learn the way to manipulate and prioritize incidents and in the reduction of escalations. The HDI-SCA makes a speciality of critical client provider talents for managing problematic clients and improving usual client pride. this is probably the most sought-after credential. (path + examination: $645/695, $145 exam simplest)
HDI difficulty administration skilled (HDI-PM): Developed in partnership with Propoint options, this HDI certification goals at gurus involved in planning and implementation of a formal problem administration system, performing proactive and reactive problem management, prioritizing and categorizing problems, investigating and diagnosing problems, coordinating or performing root cause evaluation, setting up workarounds and fixes, and proposing alterations to assist in issue resolution. The HDI-PM is according to a large number of ITSM networks, including ITIL, ISO/IEC 20000 and COBIT. (course + exam: $225)
HDI guide middle crew Lead (HDI-SCTL): team leads provide the conversation hyperlink between help team members and their supervisor, and act as the first factor of interior escalation for purchasers. HDI certification candidates must have in mind crew lead management and leadership capabilities, provider degree and operational level agreements, ITIL tactics for incident, problem, change, free up, asset and configuration management, conflict management recommendations, and people administration basics, including hiring, scheduling, evaluating and protecting workers. (course + examination: $745/795; $one hundred forty five examination handiest)
HDI computing device help supervisor (HDI-DSM): An HDI certification that focuses on computing device guide, including aid for laptops, notebooks, printers and other items for which an organization plans to deliver face-to-face desktop help. A laptop help supervisor is accountable for executing operational and tactical plans for computing device guide, and assembly client and enterprise wants. This certification helps candidates take into account and grasp features of constructive computing device management, alignment of computing device guide services with enterprise method, plus strategies for hiring, practicing and main high-efficiency teams. (path + examination: $225)
HDI help center manager (HDI-SCM): This HDI certification identifies people who possess the competencies and capabilities crucial to be triumphant in managing operational and tactical elements of a guide organization, and aligning with company needs. successful candidates recognize the way to create service and operational agreements, ordinary working processes in assisting a provider catalog, steps concerned in formulating charge-advantage analyses, TCO and ROI calculations, and relationships among IT provider administration methods, and greater. (route + examination: $225)
HDI guide core Director (HDI-SCD): This pinnacle stage HDI certification identifies individuals with serious competencies and capabilities regarding service management, related superior and customary practices, the capability to align the department with organizational dreams, and to gain senior management purchase-in for provider advancements and help core value. The HDI-SCD introduces subject matters related to potential administration, innovations for team of workers administration, teaching, group building, succession planning, understanding of building of business cases, use of reporting equipment and dashboards, and identifying leading and lagging indicators. (direction + examination: $225)
backyard the core certification offerings from HDI, you'll additionally find an HDI licensed teacher, several coaching credentials, numerous capabilities-centered help (KCS) credentials (groundwork, principles and training) and ITIL foundation. The HDI-SCD (Director), HDI-SCM and HDI-DSM (aid middle and desktop help supervisor, respectively), and HDI-SCTL (group Lead) credentials all expire after three years, subject to continuing schooling or retesting necessities. different items within the core don't expire.Job Posting and earnings counsel for HDI Core Certifications
earnings does climb with seniority: handiest the HDI-CSR falls under the median, with a low-low ordinary profits of $24,715. no longer relatively, it also debts for a big fraction of the normal HDI certification-connected job postings.
simplest the HDI-PM posted a salary less than $60,000 (simply lower than $fifty nine,000, to be more genuine). The team Lead, supervisor and Director certs averaged between $sixty two,000 and $sixty five,000, but all had height values into the six figures. I guess this explains why many assist facilities and support desks are founded backyard principal metro areas. This tells me prospective senior support desk gurus need to watch their revenue options and places cautiously to make the best of their alternatives.How HDI Certification Works
HDI does not require certification candidates to buy and finished practising, aside from these of its core certs that expire after three years, which encompass Director, supervisor and group Lead designations. For other subject matters, candidates can decide on to pass over training and buy handiest the examination. those that do buy practicing get the fee of the certification exam included in that purchase. standard, this makes HDI certifications and practising fairly inexpensive, as such issues go.
assessments charge $a hundred forty five with the aid of themselves when accessible, and practising provides no more than $650 (members) or $750 (non-members) to that can charge. where numerous fees seem, the lower rate displays a typical discount for candidates who belong to HDI or who work for HDI member organizations. for many certifications, there is a group of "Certification requirements" (neatly-described, open exam goals) that candidates can use to put together for the corresponding examination. (The Director-degree cert seems to lack a standard, though there's a more costly HDI guide core regular available.)HDI Certification Prep materials
HDI presents examination/cert pursuits (Certification requirements), low-budget practicing, and follow exams ($sixty nine/seventy nine for 90 days, $50 extension price). The enterprise additionally makes a broad assortment of substances available (registration required) to college students who register for its practicing classes. assessments and training can be found on-line in virtual and actual lecture room formats, and access to study, practice and prep substances is all online. it really is a very good component, because little or no aftermarket fabric for HDI certifications is purchasable, as far as i can inform.bottom line
ordinary, the HDI certifications seem like an excellent wager for 2 forms of IT professional: IT novices and people moving into senior roles. First, it be an excellent wager for those simply beginning out in the workforce and looking for an part in touchdown a support desk or tech aid job. this is applicable to the first two or three gadgets within the core checklist preceding. second, it's an excellent guess for those in the hunt for to increase to senior positions in support desk or tech assist hierarchies, at the team Lead, manager or Director ranges. because the revenue data shows, those that climb to such levels in this IT niche can expect to beat the median profits reported within the U.S. BLS Outlook via a gorgeous broad margin. And, given the ongoing increase in the field, and a constant urge for food for extra and enhanced guide gurus, may come to be being a very good universal career option in IT.
asserting businesses include Avatier, Axios systems, BMC software, Cherwell utility, Samanage, & extra
COLORADO SPRINGS, Colo., April 02, 2019 (GLOBE NEWSWIRE) -- HDI, the main company committed to elevating service and support throughout the commercial enterprise, nowadays exhibits greater than 40 announcements from HDI 2019 conference & Expo exhibitors. each and every exhibitor will showcase their newest improvements within the Expo hall Tuesday – Thursday of the experience, providing attendees with a first-hand seem to be at the new solutions impacting the provider and aid business.
HDI 2019 conference & Expo will take vicinity April 7-12, 2019 in Orlando, FL. For more counsel and to register, please consult with: https://www.hdiconference.com/
“The Expo corridor provides our attendees with a distinct chance to gain knowledge of concerning the newest items and services in our industry in a hands-on and interactive ambiance,” stated pleasure Sobhani, neighborhood event Director, HDI. “every exhibitor will exhibit the applied sciences, solutions and ideas they’ve developed that may positively influence the HDI viewers and their agencies.”
HDI 2019 conference & Expo Exhibitor news:
superior application items group, Inc. (ASPG) (sales space 426) will showcase ReACT, an industry leader in commercial enterprise password reset and synchronization application, and may exhibit ReACT’s most up-to-date features; factor & click visible textual content Editor, superior Helpdesk Portal & Dashboard, Delegation handle, TOTP support, and OAR: Offline access healing.
Alemba (sales space 413) will exhibit its company-new IT service administration platform, Alemba provider manager X. This answer can help clients respond right now to company demands via dramatically reducing time to request fulfilment.
Atlassian (booth 425) will showcase Jira carrier Desk enhancements, together with a redesigned aid middle concentrated on effortless self-service. they'll additionally demonstrate Opsgenie, Atlassian's new incident management platform for working always-on services, empowering Dev & Ops groups to plan for provider disruptions and dwell in handle all the way through incidents.
Attivio (sales space 404) will exhibit its new suite of apps for ServiceNow, raise, as neatly because the Attivio Platform. Attivio will show first-hand how its new suite improves the interior and external support journey via content material unification, AI and desktop discovering.
Avatier (booth 609) will showcase Apollo, the world’s first AI digital agent to safely automate any IT assignment in your valued clientele and workforce. beyond identity administration, Apollo augments business operations to tremendously in the reduction of operational and labor expenses while including a great consumer adventure. it works across essentially all messaging interfaces to maximize productiveness and consumer adoption.
Axios methods (booth 603) will exhibit the new AI chatbot integration facets of its main ITSM solution, assyst, in addition to key updates to its integrated Asset Discovery (assyst ITOM Suite) functionality to support conclusion-users control provider, belongings and assist in a single fit-for-intention application.
BeyondTrust (booth 806) will unveil the latest edition of its accepted faraway guide product. version 19.1 should be the newest update to this solution that gives help desk companies with cozy, speedy faraway access and support to any gadget or device, anyplace on earth.
BMC software (booth 615) will exhibit how BMC Helix allows for organisations to transform ITSM performance into the clever, contemporary experience patrons demand: cognitive service management. BMC Helix gives you every little thing-as-a-provider on cloud of alternative and presents enormously improving operational efficiencies to bring pace, scale, and price savings.
BOSS solutions (sales space 715) will show off solutions named FrontRunners® in IT help Desk application three years in a row by way of utility information, a Gartner business, BOSSDesk on the cloud and BOSS assist relevant for on-premise. both contain the most beneficial user Interface and a service Catalog that can be personalized to meet all consumer needs.
BrainStorm (booth 637) will showcase their clever gaining knowledge of solution, QuickHelp™, which presents loads of personalised, important getting to know content material in one easy-to-use platform. Leveraging computer getting to know, gamification, and evaluation equipment, QuickHelp permits businesses to do greater with their Microsoft expertise by means of empowering even probably the most change-resistant user to turn into savvy with their software.
Cherwell utility (sales space 509) will exhibit the award-successful Cherwell provider Platform, which makes it possible for users to automate workflows, integrate programs, and improve worker productiveness for departments inside and out of doors the normal boundaries of IT. they'll additionally show off their solutions for HR, protection, PPM, and facilities, which gives a price-effective way to make work stream throughout the commercial enterprise.
CITSmart (booth four hundred) will showcase its Workflow Digital Intelligence platform that relies on event and AI to connect americans and digital materials to streamline work and expand enterprise outcomes.
Cognidesk (sales space 311) will show off its intelligent automation and AI based mostly platform, which allows for constructing and deploying a goal-built digital Assistant for office IT aid.
ComAround (sales space 410) will show off ComAround capabilities™, an impressive AI and cloud-based mostly competencies management application (KMS) certainly designed to optimize the aid stream by means of sharing accurate skills at the correct time. The KMS aligns with the methodology potential-based service (KCS®) and is KCS V6 validated.
CompTIA (MR1) highlights its new CompTIA A+ Core series certification for tech provider and assist experts. the brand new CompTIA A+ reflects the growing influence of new and rising applied sciences in business networks, emphasizing problem-fixing and significant considering capabilities in areas such as cloud computing, cybersecurity, IoT and virtualization.
DriveSavers information restoration (booth 523) announces new chip-degree advancements in iPhone facts restoration. facts can also be recovered even in circumstances of where the PCB board has been destroyed. With new proprietary equipment and thoughts, these developments aid reunite iPhone users with their irreplaceable photographs, videos and different information.
EasyVista (booth 514) will exhibit EV Self aid, a contemporary strategy to self-service that comprises the use of intelligent skills, AI and chatbots to automate assist and reduce provider desk calls with the aid of 30%. Attendees will also receive a replica of the HDI record: Self-assist concerns, a quick-delivery guide for increasing self-provider success.
Freshworks Inc. (booth 414) will show off its latest feature, Conversational Portal, which turns your self-provider portal into a conversational interface. This chat-powered self-carrier portal will give shoppers common conversational event, making it easy to consume abilities-based mostly articles, request provider objects, and hold track of tickets.
Fusion international company solutions (booth 302) will showcase its outcomes-based mostly functions, prolonged 24x7 world guide, BMC services and skilled vetted resource provider at HDI 2019.
Goverlan attain (booth 807) will exhibit closing support tickets faster with its superior function set and integration with ticketing programs. support actions are auto-up-to-date to case notes, resulting in accelerated productivity and a strong assist KB. facets consist of: actual-time detection of user logged-in workstations, resolving considerations with out consumer involvement, automating commercial enterprise-wide tasks and experiences.
Hornbill (sales space 524) will showcase ingenious IT carrier management software that simplifies, automates and optimizes the movement of work for IT, HR, amenities and other groups. Automate repetitive tasks, dispose of waste and deliver consumer-like service experiences that hold personnel engaged and advised. bring cost that makes life in IT improved.
intelligent doling out solutions (booth 535) will exhibit its deliver Dispensers and Lockers that supply personnel with quick, self-carrier entry to tech add-ons and resources. IDS now offers deliver Lockers with powered booths (retailers / CAT5 Ethernet) to make sure laptops, pills, smartphones, and rechargeable handheld assets are utterly charged when the user accesses the equipment.
Kinetic records (sales space 634) declares its new Tech Bar solution. This answer elevates your service desk experiences by featuring convenient and constructive in-grownup guide.
Lessonly (sales space 310) will display a way to raise crew self belief and knowledge with true-existence follow eventualities like chat, ticketing, and electronic mail all within its working towards platform.
LumenVox (sales space 403) will showcase its Password Reset solution. Designed to in the reduction of expenses associated with support calls and lower conclusion-person downtime, LumenVox Password Reset is an automated, self-carrier solution to seamlessly reset or release end person debts with the aid of utilizing their bendy multifactor authentication platform for elevated security and comfort.
MarXtar (booth 315) will launch their cellular app engage at HDI 2019. MarXtar will additionally exhibit enterprise Notifier, a committed roundtrip messaging and alerting solution that offers key ITSM and security stakeholders with mission important communications and protection alerts devoid of getting lost in e-mail or text message site visitors.
Micro focus (sales space 800) will current SMAX, a service desk wholly computerized in keeping with computer discovering and analytics. It’s a single solution for IT and business carrier management and IT asset management, that could run in the cloud or on-premise. Get proofs of what desktop discovering can do for your company.
Noble methods (booth 534) will present live demonstrations of their analyst-advised Gamification and omnichannel contact center solutions, showing their innovation, exceptional and entertaining performance. These options help corporations manipulate a wide range of consumer interactions, together with omnichannel inbound/outbound communications, satisfactory management, analytics, strategic planning, body of workers and resource management, to increase consumer engagement and streamline agent workflows.
Robert Half expertise (Award Sponsor) is proud to guide the HDI industry Awards and may showcase how they could assist together with your job search, hiring or mission needs.
Samanage (sales space 503) will display the Samanage carrier platform, powered via AI and automations to help provider suppliers achieve quicker ticket resolutions, increase worker satisfaction, and streamline communique across the firm. See AI-powered options information, ITIL foremost practices, a person-pleasant provider portal, and more in motion with the smartest provider desk.
Sennheiser (sales space 525) will showcase its headsets and conferencing programs at HDI 2019, which are designed to create probably the most natural, comfortable listening adventure feasible for everybody involved within the conversation. Attendees can experience TeamConnect instant, SP 30 Bluetooth speaker and a host of alternative top rate commercial enterprise communication choices.
Serviceaide (booth 401) broadcasts the newest edition of Luma, its digital agent. the brand new product expands the number of capabilities accessible out-of-the-field to basically 200 and automatic workflows to over 20. subsequently, assist desk brokers can start offloading tasks to Luma within minutes of logging in for the first time.
sensible service Desk (sales space 314) introduces the trade’s first one hundred% ITIL compliant entirely AI primarily based sensible Workflow Engine with digital workflows. they will also showcase the totally adaptive New service Desk tool Converter, which may migrate without a loss of facts. included with any product is the utterly useful full featured mobile app at no added can charge.
Splashtop (sales space 635) will show off new Splashtop On-Demand assist integration with ServiceNow that enables starting a far off computing device connection directly from inside a ServiceNow incident with simply a few clicks. Splashtop will also reveal the latest remote entry and remote help options for computer systems, cellular devices, and IoT.
SupportLogic (booth 317) will showcase its patent pending Sentiment ranking and a spotlight score as a ground-breaking alternative for NPS/CSAT rankings. SupportLogic uses NLP and Neural networks to proactively extract sentiment from assist communications and eliminates the deserve to send out survey questionnaires.
Symphony SummitAI (sales space 419) introduces an improved edition of their AI-enabled IT administration suite, SummitAI Alps. SummitAI additionally integrates an AI-pushed digital agent that drives optimum productivity through examining, discovering, appearing and interacting like a digital worker.
SysAid (sales space 722) will debut its refreshed UI designed to help get to the bottom of tickets sooner by way of providing all of the tools and information in one window. the new UI also introduces a personalized insights panel that elements a variety of agent/departmental KPIs at a look, so you have a visual illustration of the statuses of all tickets.
TeamDynamix (booth 819) publicizes it has extended IT carrier management to now offer Asset Discovery services as a part of its core platform. find windows, MAC, Linux, and Chromebook (coming quickly) instruments from a single answer.
TeamViewer (sales space 801) will show its most recent types of its award-winning far off access and assist application, specializing in how it agents can securely connect with pcs, servers, mobile and IoT devices in any vicinity, access files and purposes and trouble shoot complications extra without delay.
TOPdesk (sales space 500) will supply reside demonstrations of its product to demonstrate you how to reduce costs and tickets to your provider desk while making use of the latest in its solution, which is centered around AI, ITIL 4, ESM, and so forth.
Upland utility - RightAnswers (booth 528) will debut the latest version of its RightAnswers competencies administration answer. This award-successful, KCS tested v6 solution enables competencies sharing across diverse departments all through an enterprise by combining AI-enabled search, user-pleasant interfaces, gamification, federated content, and most advantageous practices. Attendees can also see a demonstration and find Upland’s other commercial enterprise answer Suite choices.
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About HDI:For over 30 years, HDI has partnered with hundreds of organizations to improve their consumer service and repair administration performance by means of teaching their americans, elevating their techniques, and empowering their approach. From C-stage gurus to directors, managers, and frontline body of workers, HDI is the definitive supply of business assistance, management and performance planning. through events, certification and working towards, consulting, membership and business components, HDI goals to transform service and guide companies and reimagine their approach to delivering incredible carrier and cost. gain knowledge of extra at www.ThinkHDI.com. HDI is organized through UBM, which in June 2018 combined with Informa PLC to turn into a leading B2B assistance services community and the biggest B2B movements organizer on earth.
To gain knowledge of greater and for the latest news and suggestions, discuss with www.ubm.com and www.informa.com.
Heather DonnerHDIPR@ubm.com 415-947-6109
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ORLANDO, Fla., April eight, 2019 /PRNewswire/ -- From HDI conference & Expo, Ivanti, the business that unifies IT to stronger manipulate and comfortable the digital office, introduced it has built-in Ivanti® carrier manager and Ivanti Asset manager right into a single cloud-optimized administration platform. collectively, these solutions convey comprehensive asset lifecycle optimization with the workflow automation and superior provider management that empowers IT groups to bring efficient, compliant and at ease service beginning to clients from anyplace.
"With the increasing calls for positioned on trendy IT groups, it's important to carry core IT and business features sooner, while optimizing the performance and value of current IT property," noted Ian Aitchison, senior product director at Ivanti. "by using integrating our IT carrier and IT asset management technology right into a single, unified cloud platform, we're giving IT teams the total answer they deserve to gain operational efficiency while optimizing charges. Now IT has the power and perception that links to device purchase records and refresh cycles so that they can see all their alternatives to enhance consumer satisfaction and productivity."
Ivanti service supervisor automates aid desk, provider desk, and repair management workflows to eliminate costly guide methods whereas making the atmosphere more efficient, compliant and comfortable. developed on the equal cloud optimized platform, Ivanti Asset manager integrates with Ivanti provider supervisor to efficiently control IT property across their lifecycle, optimizing investments and cutting back downtime. collectively these solutions deliver the finished answer that enables IT teams to:
Ivanti customer, provider corporation overseas (SCI), who is also a finalist in the HDI 2019 surest Use of know-how Award class, uses Ivanti IT service administration solutions to achieve a seamless connection between the company's frequent operations with consistent and automated workflows in the cloud.
"Our resolution to flow to the cloud paid off in spades when typhoon Harvey and typhoon Irma led to most important outages in Houston, Texas and Orlando, Fla. ultimate fall," said Thomas Smith, director of IT and telecom support at SCI. "as a result of we use Ivanti provider supervisor in the cloud, we have been in a position to remain up and running devoid of missing a beat. For our consumers, it was enterprise as standard, as a whole lot of IT employees, pressured to develop into far off worker's for the duration, install digital places of work in their homes or at native espresso retail outlets where they persevered to carry service consistency from their laptops and different cellular gadgets."
To be trained extra about the Ivanti unified IT provider and asset administration seek advice from Ivanti at HDI booth #707, April 7-12, at Rosen Shingle Creek, Orlando, Fla. For extra guidance on Ivanti carrier supervisor, visit: https://www.ivanti.com/items/service-supervisor. For greater advice on Ivanti Asset supervisor, discuss with: https://www.ivanti.com/items/asset-supervisor.
Ivanti: The vigor of Unified IT. Ivanti unifies IT and safety Operations to more suitable control and relaxed the digital office. From PCs to cellular gadgets, VDI, and the data core, Ivanti discovers IT belongings on-premises and in the cloud, improves IT service delivery, and reduces chance with insights and automation. The business additionally helps organizations leverage contemporary expertise within the warehouse and throughout the deliver chain to improve beginning with out editing backend programs. Ivanti is headquartered in Salt Lake metropolis, Utah and has workplaces everywhere the area. For extra suggestions, visit www.ivanti.com and follow @GoIvanti.
Copyright © 2019, Ivanti. All rights reserved.
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Exclusive search for a seasoned person who will be responsible for developing and driving the information technology strategy for the Investment Banking business; this resource will liaise with the IB business, IB management and the firm’s IT & Help Desk teams as appropriate to develop and implement technology solutions.
Technologist/Business Support Manager
INVESTMENT BANKING DIVISIONExclusive search for a seasoned person who will be responsible for developing and driving the information technology strategy for the Investment Banking business; this resource will liaise with the IB business, IB management and the firm’s IT & Help Desk teams as appropriate to develop and implement technology solutions. Respond to queries and issues, run diagnostics to identify/isolate problems and implement answers as needed. The ideal candidate will have a passion for technology in general, and how to best use it to make business life easier.
The firm values individuals who are demonstrated team players and can interact with all levels of the organization. Successful candidates will exhibit a common-sense approach to problem solving in addition to showing initiative, creativity, and integrity.
Requirements- Manage teams with global members- More than 10 years of experience, with at least 5 years managing IT operations- Understand and have the ability to coach team members of all skill levels; * Desktop troubleshooting * Mobile technology knowledge (MDM, MAM, Intune and Office 365) * Office 365 and Azure * Exchange Online/On-Prem, SharePoint, OneDrive, Office 365 desktop applications and mobile apps Desired experience- Create and deliver metrics on day-to-day operations and team performance- Budgeting for end-user hardware, software, services etc.- Experience with ServiceNow, incident, change management and CMDB- Preparing and delivering management presentations- Ability to work and deliver effectively in high pressure situations- Excellent communication skills with customers (of all knowledge levels)
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