Service Desk Lead – End User Computing & Assistive Technology

Desktop Management - Infrastructure Services (IS)~IT IS_Service Desk~Service Desk Management~Accessibility and Assistive Technology

• Proficiency in EUC, Microsoft Windows Technologies, and Active Directory.

• Experience with third-party software and hardware. Excellent communication skills, both verbal and written.

• Familiarity with Microsoft Assistive Software (Narrator, Magnify, ReadAloud), ZoomText ReadWrite TM etc

• Strong problem-solving skills and attention to detail.

• Ability to learn new technologies and software quickly.

• Prime soft skills including attentive listening, patience, and effective documentation.

• Certifications in Microsoft Desktop technologies, ITIL.

• Experience collaborating with developers, integration engineers, and third-party vendors

Key responsibilities

• End User Computing (EUC) Manage and support Microsoft Windows Technologies and Active Directory.

• Using Knowledgebase documentation, guide, troubleshoot and maintain third-party software and hardware.

• Troubleshoot and resolve EUC-related issues.

• Assistive Technology Support Microsoft Assistive Software (Narrator, Magnify, ReadAloud) and ZoomText ReadWrite TM etc.

• Provide training and assistance to end-users on assistive technologies.

• Stay updated with the latest developments in assistive technology and recommend improvements.

• Customer Management Listen attentively to customer issues and provide empathetic support.

• Document issues accurately and maintain detailed records.

• Keep customers informed and confident through regular updates and effective communication.

• Effectively use ServiceNow or Similar Helpdesk.

• Service Management

• Collaborate with developers, integration engineers, third-party vendors, and stakeholders.

• Triage and prioritize issues to ensure timely resolution.

• Develop and maintain service management processes and documentation.