Eapen Jose Email & Phone Number

Australia

Team Management: Supervising and mentoring service desk staff, including setting performance goals, conducting evaluations, and providing training and development opportunities.Incident Management: Ensuring that incidents are logged, tracked, and resolved in accordance with service level agreements (SLAs), and prioritizing issues based on impact and urgency.Process Improvement: Analyzing current support processes and workflows, identifying areas for improvement, and implementing best practices to enhance efficiency and effectiveness.Escalation Management: Handling escalated technical issues and ensuring timely resolution, while maintaining communication with users regarding the status of their requests.Reporting and Analytics: Generating reports on service desk performance metrics, analyzing trends, and providing insights to management for informed decision-making.Collaboration with IT Departments: Coordinating with other IT teams like network, infrastructure, and cybersecurity to resolve complex issues and improve overall service delivery.Daily meeting: organizing daily stand-up meeting is an effective way to enhance communication and collaboration within a team.Service Management Software: Familiarity with IT service management tool such as ManageEngine.Remote Support Tools: Experience with remote assistance software like TeamViewer, and Dameware for troubleshooting user issues remotely.Collaboration Tools: Use of communication and collaboration tools such as Microsoft Teams, and webex to facilitate team communication and coordination.

Melbourne, Victoria, Australia

Technical Support: Providing first-line or second-line support to users, including troubleshooting hardware, software, and network-related issues.Incident Management: Logging, tracking, and resolving IT incidents or service requests through ticketing systems, ensuring timely resolution and user satisfaction.Hardware Setup and Configuration: Setting up, repairing, and maintaining hardware such as computers, printers, servers, and other devices.Escalation: Escalating complex issues to higher-level technical teams or external vendors when necessary.System Backup and Recovery: Assisting with backup solutions, restoring lost data, and ensuring business continuity through disaster recovery plans.Ticketing Systems: Software like ManageEngine.Operating Systems: Knowledge of Windows, and mobile operating systems.Networking: Basic understanding of network troubleshooting, including Wi-Fi, VPNs, and IP configurations.Remote Support Tools: Tools like TeamViewer Dameware to assist users remotely.IT Security Tools: Familiarity with antivirus software, firewalls, and encryption technologies

Australia

Melbourne, Victoria, Australia

Administrative Support: Handling day-to-day administrative tasks such as scheduling, managing communications, preparing reports.Project Coordination: Supporting project management efforts by tracking progress, meeting deadlines, and ensuring deliverables are completed on time.IT and Systems Support: Assisting with the use of business tools, software, and technology platforms, troubleshooting technical issues when needed.Communication: Strong verbal and written communication skills to interact with clients, team members, and management.