Consultant

Job description:

We are looking for a on-site Desktop Team Lead the local desktop operations function and co-manage relationship with our client Primary responsibilities are : Desk side Support Management Manage Team that provide Incident Management, Request Services to our client SLA Management including Incident and Requests Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management, Productivity ) Vendor Management Customer Relationship Management Regular meetings with Team and Client Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally. Provide leadership to the Desktop Support Team including coaching as required Reporting and MIS Assist with scoping small/mid sized projects and oversee Skills, Experience and Qualification Required Business Skills: Ability to interact with staff/customers so as to ensure that the service is polite, efficient and responsive as the contract required To work through issues analytically to a successful conclusion Ability to communicate at different levels within the organization, Understanding of Financials, including cost control, project revenue/costs Personal Skills Speak English Language. Any other European Languages are an advantage Strong customer service and team management skills Ability to manage/motivate people and teams, Must be detail oriented and self-motivating Strong Written and Verbal Communication Skills at senior level, Relationship Management internal and external customers, Flexibility, Presentation Skills and Team Skills Flexibility with respect to time client deliverables need to be met with a Can do attitude Excellent problem solving / quantitative/ analytical skills Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels Must be detail oriented and self-motivating Ability to write business cases and justification documents, Ability to manage multiple work streams Ownership and Drive, Ability to make difficult decisions, Multi Tasking, Ability to Prioritise, Working Under Pressure, Impartial Working on behalf of Clients Technical Skills: Excellent understanding End User IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e Windows 10, 11 Detailed understanding of IT Infrastructure in a Corporate Environment Server/Network/Database Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 11, )365, Outlook etc, Mobile apps and technologies, Location of work will be the client offices in the Barcelona. Minimum Qualification and Experience 6 - 8 years End user computing experience , with at least 3 years in a Team lead role leading a team(s) Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools Exposure to Finance i.e Budget Control, Project Pricing Proposals. ITIL professional will be preferred Ideal candidate would have exposure to project management (desktop deployment, migration projects) Ideal candidate would be expected to have a 3 years experience of IT Infrastructure in a corporate environment Ideal candidate will have previous vendor management experience Ideal candidate would be expected to have a 3 years experience of Troubleshooting tool, preferred tool ServiceNow with CMDB module Additional Information Need to have detailed knowledge and manage resources (on-site/field) at various locations in the region to complete