Nagpur, Maharashtra

Job Summary

Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books. - Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.

Key Responsibilities

Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books. - Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings. - Ensure customer service goals are met. - Communicate comfortably and effectively with customers and management - Demonstrable Subject Matter Expert on Service Desk - Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;
- Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment,



and their appropriate adoption by client and supply-side agencies;
- Deep understanding of the interfaces between remote and in office first line contact and second and third line resolver groups;
- Experience of implementing or operating a unified Service Desk in a multi-supplier environment;
- Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same;
- Excellent communication (verbal, written, listening) and influencing skills. - Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users - Route problems to internal I.M. support staff - Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution - Administer and provide User Access and Exit controls - Use the Call Tracking System to document and manage problems and work requests and their resp

📌 Sr Administrator (Nagpur)
🏢 HCLTech
📍 Nagpur