An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.
Essential Job Functions:
- Provide quality support with a high degree of customer service, technical expertise and timeliness.
- Must be an excellent communicator with responsibility of interacting with business, other technology teams and third-party managed service providers.
- Working knowledge in Service Desk workplace which includes and not limited to Windows OS troubleshooting, Software/App troubleshooting, Services, Hardware etc.
- Perform periodic EUC/DWP data analysis to identify top volume drivers,
root causes that can be automated/scripted.
- Ensure that tool versions are kept current per OEM and business recommendations
- Work hand in hand with respective VDU leads for data identification and SOP documentation
- Work closely with developers to get the required scripts created and implemented
- Collaborate with all EUC/DWP teams to gather inputs data analysis and scripting opportunities identified to reduce the cycle time or automate the workload
- Perform periodic audits and conduct assessments for the tools in scope and identify the areas of improvement
- Closely monitor dashboards and tool usage.
- Inform respective teams about any trends observed while monitoring and get the same actioned.
- Conduct lunch & learn sessions and weekly walkthroughs for business and HCL teams to increase tool adoption
Qualifications:
- Exp: 9-12 years
- Proficient with any market leading Unified eXperience Management (UXM) solut