GTI Site Lead - Helpdesk

• Provide the required support to the management team in ensuring seamless operation and support to the customers.
• To provide time critical support to system users within the business areas, ensuring maximum efficiency to achieve maximum customer satisfaction
• Efficient problem resolution and maximize the system availability.
• Review the frequently faced system problems and work on the improvements
• Identify pressure points and minimize risks.
• Contribute towards automation and minimizing issues by improving technology and reduce owner ship costs.
• Strictly adhere to the set procedures and follow the guidelines. Provide IT Management Team with needed reports for analysis and decision-making.

Principal Accountabilities:

1.Security and Compliance / Business Integrity 

• Strictly adhere to the set procedures and follow the guidelines and fully aware of SGS security policies and company standards.
• Maintains integrity of systems.
• Documentation maintained to support compliance/IT Security and audit requirements.
• Ensures that the team member/staff are compliant to the policies and standards of SGS.

2. Day to Day Support:

• Provides management support and coverage to the site together with the GTI Manager and shift leads.
• Deputizes as head of IT / Site manager and provide complementary management support.
• Works hand in hand with the SMEs for the required works that needs to be done on-site in accordance with the Scope of Work, client and program requests. This includes deployment, transfers, etc of equipment and the required infrastructure (Telephony, IP Network Equipment, Servers, etc).
• Participates in emergency maintenance or Business Continuity/Disaster recovery as needed in the event of critical outages to ensure productivity impact is minimized; includes working onsite directly with the relevant teams (SMEs, Admin, Security, etc).
• Participates in Asset management. Ensure Assets are maintained and tracked accordingly by following the Standard Operating Procedures for such is followed accordingly.
• Ensures Housekeeping routines are being done all throughout the shift (Start of Day, End of Day, etc.) Ensuring operational integrity is maintained at all times
• In charge of managing the operations of the site and ensures distribution of tasks and monitoring of staff utilization.
• Ensures all Incidents and Problems are handled accordingly and that the team are compliant to the set policies and procedures set for escalations, Incident and Problem management, ensuring Incidents are handled accordingly including escalations, working with the relevant groups involved until the issue has been resolved, providing updates on the progress of the Incident and Root Cause Analysis.
• Participates and Introduce Service Improvement Plans.
• Provides guidance and support to the team and acts as next level escalation.
• Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner. This includes Relationship Management, Communications, Meetings, and floor walks. Working with them and prioritizing helpdesk ticket response and face to face follow-up with internal customers to drive Service Level Agreements
• Ensures creation and Maintenance/updates of all system related work aid/manuals and guides being created by the team.
• Ensures Hardware/software installations are undertaken in a planned and controlled manner and anomalies escalated to the management team in a timely manner.
• Ensure that all systems requirements are met for Ramp Plans / new Program or Business Migrations in coordination with the Business Migration team / Global Transition team and Clients

Major Challenges:

• The major challenge of the jobholder is to be able to deliver quality results under high stress conditions and occasional out of office hours.
• The jobholder needs to adapt and cope with the high service demands in a constantly changing environment.
• Identify and resolve complex issues on a day-to-day basis, escalating if required to the relevant Support areas and Senior Management, which involve global issues affecting the whole of the SGS Infrastructure.
• Be responsible for ensuring the Service Level Agreements are met by Third Party Vendors and the GTI department itself.
• Promote Work and Life Balance within the team by ensuring the staffs are well optimized and the tasks are distributed accordingly.