Executive - IT Helpdesk (VDI Administrator)

Vadodara - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Technical / Subject Knowledge

Strong understanding of ITIL processes and service delivery frameworks
In-depth knowledge of monitoring of server & client performance.
Expertise across all Microsoft related topics (Server OS () Windows endpoints Active Directory Group Policy SCCM MECM O365 and cloud platform) for installation and troubleshooting
Proven experience in IT service management preferably in VDI environments (Citrix VMware Horizon Azure Virtual Desktop).
Technical knowledge of Hypervisor Technologies (VMWare & Hyper-V) also knowhow for Cloud technology.
Knowledge of IT security policies standards and methodology
Experience in managing services in hybrid environments (on-premises and cloud)
Excellent communication coordination and stakeholder management skill

Principal Responsibilities

This role acts as the central coordination point between end-users the IT service desks and the technical team in ITI managing the backend VDI infrastructure.

Ensures seamless service delivery user satisfaction and continuous improvement of the VDI environment.
Analyze rectify and solve the problems concerned with Operating System Hardware and Software.
Implement and maintain ITIL-based processes Demand- Request- Access Incident- and Change-Management for the VDI
Monitor and ensure timely resolution of VDI-related incidents and service requests.
Manage escalations and drive troubleshooting and root cause analysis for recurring and critical issues
Oversee the VDI service lifecycle including onboarding updates and decommissioning
Monitor VDI usage performance and user experience metrics and drive adoption
Collect and analyze user requirements and feedback to improve service quality
Communicate service changes outages and enhancements effectively to stakeholders and drive alignment
Coordinate with infrastructure teams to ensure high availability scalability and security of the VDI platform
Ensure compliance with internal policies and external regulations related to security data protection and access control
Identify opportunities for automation optimization and innovation within the VDI service
Collaborate with internal teams vendors and partners to evaluate new technologies and solutions
Support in the development of tools and utilities
Ensure availability of up-to-date system documentation including local specialties

Required Key Skills (Functional/Technical)

Degree in Computer Science Information Technology or related field.
Proven experience in IT service management preferably in VDI environments (Citrix VMware Horizon Azure Virtual Desktop).
Strong understanding of ITIL processes and service delivery frameworks.
Familiarity with Active Directory endpoint management tools (e.g. MECM) and cloud platforms.
Excellent communication coordination and stakeholder management skills.
Fluent in English (spoken and written); German is a plus.

Required Experience:

Unclear Seniority

Technical / Subject Knowledge Strong understanding of ITIL processes and service delivery frameworksIn-depth knowledge of monitoring of server & client performance.Expertise across all Microsoft related topics (Server OS () Windows endpoints Active Directory Group Policy SCCM MECM O365 and cloud pla...