Shift Lead (Support & Operations)

Experience: Not Available to Not Available years

Location: Mumbai, India

Skills: Desktop Support, Hardware Support, Software Support, Networking, Mobile Device Configuration, Laptops Configuration, BYOD Devices Configuration, Operating System Installation, Application Installation, CMDB, SharePoint, Asset Management, Patch Management, Windows Client Side Patch Update, Incident Classification, First Level Support, Service Level Administration, Dashboard Reporting, IMAC Request Management, Asset Audit, Asset Reconciliation

Job Summary
Desktop Support Services
Desktop Support Services – Job Description
Weekdays support with ad-hoc weekend support if needed.
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Test alternative pathways until the issue is resolved
• Configure and provision Mobile device and Laptops.
• Configure and provision BYOD devices.
• Ensure BYOD and Mobile device configuration request are completed on priority.
• Provide priority support to VIP user requests.
• Install operating system and applications on new and replacement systems
• Record assets in CMDB and SharePoint and maintain proper asset registry
• Replace Hardware components as per requirement
• Customize desktop applications to meet user needs
• Record technical issues and solutions in ticket logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Help create technical documentation and manuals
Infrastructure Management Services End user computing Service
• Desktop, Laptop end to end support
• Printer-Peripheral Support
• Mobile device Support
• Email, Internet, Business Application assistance
Patch Management
• Windows client side patch update
• Troubleshooting & resolution;
Application L1 Support
• Incident Classification and routing to proper resolver group
• First Level Support based on SOP’s on Business Applications
Service level management
• Service Level Administration
• Dashboard
• Reporting
Asset Management
• IMAC Request Management
• Asset Audit & Compliance
• Asset Reconciliation with Finance Asset register
• Asset lifecycle Management
Key Responsibilities
Desktop Support Services – Job Description
Weekdays support with ad-hoc weekend support if needed.
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions




• Test alternative pathways until the issue is resolved
• Configure and provision Mobile device and Laptops.
• Configure and provision BYOD devices.
• Ensure BYOD and Mobile device configuration request are completed on priority.
• Provide priority support to VIP user requests.
• Install operating system and applications on current and replacement systems
• Record assets in CMDB and SharePoint and maintain proper asset registry
• Replace Hardware components as per requirement
• Customize desktop applications to meet user needs
• Record technical issues and solutions in ticket logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Help create technical documentation and manuals
Infrastructure Management Services End user computing Service
• Desktop, Laptop end to end support
• Printer-Peripheral Support
• Mobile device Support
• Email, Internet, Business Application assistance
Patch Management
• Windows client side patch update
• Troubleshooting & resolution;
Application L1 Support
• Incident Classification and routing to proper resolver group
• First Level Support based on SOP’s on Business Applications
Service level management
• Service Level Administration
• Dashboard
• Reporting
Asset Management
• IMAC Request Management
• Asset Audit & Compliance
• Asset Reconciliation with Finance Asset register
• Asset lifecycle Management
Skill Requirements
Desktop Support Services – Job Description
Weekdays support with ad-hoc weekend support if needed.
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Test alternative pathways until the issue is resolved
• Configure and provision Mobile device and Laptops.
• Configure and provision BYOD devices.
• Ensure BYOD and Mobile device configuration request are completed on priority.
• Provide priority support to VIP user requests.
• Install operating system and applications on new and replacement systems
• Record assets in CMDB and SharePoint and maintain proper asset registry
• Replace Hardware components as per requirement
• Customize desktop applications to meet user needs
• Record technical issues and solutions in ticket logs




• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Help create technical documentation and manuals
Infrastructure Management Services End user computing Service
• Desktop, Laptop end to end support
• Printer-Peripheral Support
• Mobile device Support
• Email, Internet, Business Application assistance
Patch Management
• Windows client side patch update
• Troubleshooting & resolution;
Application L1 Support
• Incident Classification and routing to proper resolver group
• First Level Support based on SOP’s on Business Applications
Service level management
• Service Level Administration
• Dashboard
• Reporting
Asset Management
• IMAC Request Management
• Asset Audit & Compliance
• Asset Reconciliation with Finance Asset register
• Asset lifecycle Management
Other Requirements
Desktop Support Services – Job Description
Weekdays support with ad-hoc weekend support if needed.
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Test alternative pathways until the issue is resolved
• Configure and provision Mobile device and Laptops.
• Configure and provision BYOD devices.
• Ensure BYOD and Mobile device configuration request are completed on priority.
• Provide priority support to VIP user requests.
• Install operating system and applications on new and replacement systems
• Record assets in CMDB and SharePoint and maintain proper asset registry
• Replace Hardware components as per requirement
• Customize desktop applications to meet user needs
• Record technical issues and solutions in ticket logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Help create technical documentation and manuals
Infrastructure Management Services End user computing Service
• Desktop, Laptop end to end support
• Printer-Peripheral Support
• Mobile device Support
• Email, Internet, Business Application assistance
Patch Management
• Windows client side patch update
• Troubleshooting & resolution;
Application L1 Support
• Incident Classification and routing to proper resolver group
• First Level Support based on SOP’s on Business Applications
Service level management
• Service Level Administration
• Dashboard
• Reporting
Asset Management
• IMAC Request Management
• Asset Audit & Compliance
• Asset Reconciliation with Finance Asset register
• Asset lifecycle Management

📌 Shift Lead (Support & Operations) (Mumbai)
🏢 HCL Technologies
📍 Mumbai