IT infrastructure -End user support

Hinduja Housing Finance; Chennai; In loco; INR 1.800.000 - 2.800.000; Tempo pieno

Descrizione del lavoro

Hinduja Housing Finance Limited in Chennai seeks an experienced IT End User Support Lead to manage and mentor the IT End User Support team, overseeing 1st/2nd line support, asset management, and security compliance.

The role focuses on incident resolution, SLA adherence, vendor coordination, and continuous process improvement within IT operations. Strong English and Hindi communication is required.

Competenze

• Experience in IT asset management, endpoint management, vendor coordination, and IT service operations.
• Strong knowledge of IT security controls, endpoint compliance, access management, patching, antivirus/EDR, encryption, and MFA.
• Leadership, communication, team management, problem-solving, and stakeholder management skills.
• Strong knowledge of ITIL processes, including Incident Management, Problem Management, and Change Management.

Mansioni

• Lead, supervise, and mentor the IT End User Support team, ensuring effective workload distribution and service delivery.
• Allocate support tickets and daily operational activities among team members based on priority, skills, and SLA requirements.
• Monitor team performance, productivity, ticket backlog, and SLA compliance, taking corrective action where required.
• Conduct regular team meetings, performance reviews, coaching sessions, and knowledge-sharing activities.
• Manage Level 1 and Level 2 technical support for desktops, laptops, printers, mobile devices, applications, and IT peripherals.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, Zoho email,VPN, network connectivity, and business applications.
• Maintain accurate IT asset inventory covering laptops, desktops, monitors, printers, mobile devices, software licenses, and other IT equipment.
• Manage the complete IT asset lifecycle, including allocation, installation, replacement, repair, warranty, and disposal.
• Ensure all IT assets are properly tagged, documented, and recorded in the asset management system.
• Monitor hardware warranties, AMC contracts, maintenance agreements, and renewal requirements.
• Coordinate with procurement teams and vendors for hardware, software, licensing, and IT service requirements.
• Ensure endpoint devices comply with organizational security policies and standards.
• Support endpoint security initiatives, including antivirus/EDR, patch management, encryption, MFA, and endpoint compliance.
• Manage user access requests and coordinate with IT security and infrastructure teams for access provisioning, modification, and removal.
• Ensure implementation and adherence to IT security controls, policies, and procedures.
• Support internal and external IT audits by providing required documentation, evidence, asset records, and compliance information.
• Promote IT security awareness and best practices among end users.
• Coordinate with hardware, software, network, telecom, and managed-service vendors to resolve technical issues and deliver IT services.
• Monitor vendor performance against agreed SLAs and service commitments.
• Raise, manage, and track vendor support cases through to successful resolution.
• Review vendor quotations, technical proposals, and service offerings in coordination with procurement and management.
• Coordinate hardware repairs, replacements, warranty claims, AMC services, and vendor escalations.
• Identify recurring technical issues and recommend corrective and preventive actions to improve service reliability.
• Maintain IT documentation, SOPs, troubleshooting guides, asset records, and operational reports.

Conoscenze

IT asset management

Endpoint management

Vendor coordination

Leadership

ITIL processes

Communication

Stakeholder management

Problem solving

Descrizione del lavoro

Key responsibilities

Responsibilities include, but are not limited to:

• Lead, supervise, and mentor the IT End User Support team, ensuring effective workload distribution and service delivery.
• Allocate support tickets and daily operational activities among team members based on priority, skills, and SLA requirements.
• Monitor team performance, productivity, ticket backlog, and SLA compliance, taking corrective action where required.
• Conduct regular team meetings, performance reviews, coaching sessions, and knowledge-sharing activities.
• Manage Level 1 and Level 2 technical support for desktops, laptops, printers, mobile devices, applications, and IT peripherals.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, Zoho email,VPN, network connectivity, and business applications.
• Maintain accurate IT asset inventory covering laptops, desktops, monitors, printers, mobile devices, software licenses, and other IT equipment.
• Manage the complete IT asset lifecycle, including allocation, installation, replacement, repair, warranty, and disposal.
• Ensure all IT assets are properly tagged, documented, and recorded in the asset management system.
• Monitor hardware warranties, AMC contracts, maintenance agreements, and renewal requirements.
• Coordinate with procurement teams and vendors for hardware, software, licensing, and IT service requirements.
• Ensure endpoint devices comply with organizational security policies and standards.
• Support endpoint security initiatives, including antivirus/EDR, patch management, encryption, MFA, and endpoint compliance.
• Manage user access requests and coordinate with IT security and infrastructure teams for access provisioning, modification, and removal.
• Ensure implementation and adherence to IT security controls, policies, and procedures.
• Support internal and external IT audits by providing required documentation, evidence, asset records, and compliance information.
• Promote IT security awareness and best practices among end users.
• Coordinate with hardware, software, network, telecom, and managed-service vendors to resolve technical issues and deliver IT services.
• Monitor vendor performance against agreed SLAs and service commitments.
• Raise, manage, and track vendor support cases through to successful resolution.
• Review vendor quotations, technical proposals, and service offerings in coordination with procurement and management.
• Coordinate hardware repairs, replacements, warranty claims, AMC services, and vendor escalations.
• Identify recurring technical issues and recommend corrective and preventive actions to improve service reliability.
• Maintain IT documentation, SOPs, troubleshooting guides, asset records, and operational reports.

Required Skills & Qualifications:

• Experience in IT asset management, endpoint management, vendor coordination, and IT service operations.
• Good understanding of IT security controls, endpoint compliance, access management, patching, antivirus/EDR, encryption, and MFA.
• Strong leadership, communication, team-management, problem-solving, and stakeholder-management skills.
• Strong knowledge of ITIL processes, including Incident Management, Problem Management,and Change Management.

Fluency in English and Hindi is mandatory