Sr Administrator (Support & Operations) Lucknow, Uttar Pradesh

Job Summary

· Maintain technical skill continuity and consistency of help desk staff · Ensure continuous improvement of services provided by the help desk · Provide telephone support to customer end users · Provide Problem Management System support activities · Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD · Includes preparation of help desk staff to support new technology · Maintain skills inventory of help desk analysts and Work Request Co-ordinators: · Evaluate technical skills · Develop and maintain Training Plan · Liaison between help desk and other groups on technical support issues: · Proactively work with other groups on normal process support issues · Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process · Update, organise,create an easy electronic access to all help desk documentation, including manuals

Key Responsibilities

scripts,processes,process flow charts, notification Escalation list, help desk weekly schedule, support documentation, etc. · Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out. · Develop processes to streamline the daily functioning of the help desk including: · Work distribution · Monitoring phone queue and email box · Vendor management and follow-up · User follow-up · Closing tickets · Maintaining front end message · Work closely with help desk manager to implement technical action items related to the help desk · Assist help desk manager in analysing help desk group and individual statistics:



· Ensure implementation of BOP (Best Operating Practices) in the help desk · Establish communication link with other zones relative to technical and support environment · Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a recent process or change in process. · Manage small help desk related projects. · Backup help desk Manager when help desk Manager is out. · Documentation of help desk processes · Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users · Route problems to internal IM support staff · Coordinate and manage relationships with vendors and support staff who 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 respective resolutions and circumvention' · Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management Technical Requirements · Phone support experience necessary. · Technical helpdesk or technical call center experience is necessary. · Disciplined, systematic problem solving skills required. · Hands-on work experience with the following: · Windows Operating systems · Clients: Windows7, Windows Vista, Windows XP, Windows 2000 · Servers: Windows 2000, Windows 2003, Windows 2008, · Knowledge of Active Directory, Exchange 2003/2007 · ITSM ticketing tools such as Remedy, HP Service Center

Skill Requirements





Peregrine Service Center · User account creation for Active Directory, Exchange Mailboxes, Distribution lists · Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools · MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio · Internet browsers (e.g. Explorer, Chrome, Firefox), · VPN and remote dial-in users · Support for laptop, desktops, and printers · PDA and blackberry support · Others: Adobe Acrobat and other common desktop applications like Winzip, etc Soft Skills - Excellent communication and conversation skills (Verbal and Written) - Good documentation skills - Good working knowledge of MS OFFICE (Including MS Project and Visio) - Should have a great customer handling skills - Able to handle unforeseen situations - High level of acceptance - Can drive HCL’s value and its methodology Other Skills / Experience . Ability to learn new information quickly · Ability to integrate as a cross-functional, team player · P

Other Requirements

Personal dedication to providing high quality, superior service · Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week · Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. · Customer Focus · Teamwork · Technical Expertise · Interpersonal Effectiveness · Concern for Order and Quality Years of Experience Total : 4- 6 years experience in Help Desk, Information Management, or Customer Service delivery field Relavant : 1-2 years of Shift Lead experience Certification requirements - Preferred MCP/MSCE/MSCA or HDI CSS - ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred Education requirements - Bachelors / Masters / Equivalent

📌 Sr Administrator (Support & Operations) (Lucknow)
🏢 HCLTech
📍 Lucknow