Purpose
Provide day to day management of the End User Services community who provide desk side support to users across APAC. The team is responsible for supporting Laptops and PCs together with other end user devices such a Printers, Scanners, Webex boards & iOS devices. The team also provides hands on assistance to the Global IT teams supporting centrally managed servers, telephony switches, Security initiatives and network equipment.
Provide high level Management of real estate initiatives and ensure that End User services are appropriately engaged, staffed and costed.
Work alongside other regional COG leads to drive adoption of global standards and deliver to a consistent operating model.
Influence and shape the regional organisational structure to ensure that coverage is appropriate and aligned to the correct Leadership.
Ensure that the End user services team provides the visible face of IT to the business and deliver a very high level of customer service, particularly to the company executives. This will involve helping to ensure problems outside the team’s direct responsibility are addressed by liaising with the wider IT teams as required.
Responsibilities
- Provide overall management of the APAC support teams. Ensure the completion of the appraisal and performance management process to develop the team to their full potential.
- Provide an escalation point for all priority desk side issues within APAC liaising directly with the Senior Management in response to critical issues.
- Responsible for the management of end user device support across the APAC region, including support of standard applications and the PC build process. This role will require some hands on work, so a high level of technical competency is preferable.
- Manage the support of Webex facilities, including proactively ensuring that regional town Halls and high profile meetings are successfully initiated.
- Responsible for ensuring that a high level of VIP service is provided and that their problems are resolved effectively by working with other IT teams as required to achieve this.
- Responsible for ensuring work within MDF and IDF rooms is performed to the required standards, and that patch cabling is performed in a tidy fashion and that the rooms are kept tidy.
- Involvement in projects as required (e.g. Office Moves, Windows Upgrades, Hardware Refreshes), developing and leading the desk side elements of these. Out of hours work may be required for some implementations.
- To provide assistance in other regions when required – this can comprise remote support of problems or onsite visits.
