To diagnose and resolve complex technical issues impacting business operations,facilitate root cause analysis and enhance customer feedback for support operations.
Key Responsibilities
ROLE AND RESPONSIBILITIES
This role is required to :
- 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 environment 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
Skill Requirements
PREFERRED SKILLS - Technical Skills required including but not limited to - o Basic understanding SCCM o Basic understanding of Microsoft Windows, Apple Macintosh design architecture and deployment methodologies o Basic Understanding of active directory o Basic Understanding of Citrix and other remote/virtual desktop technologies o Basic understanding of SQL o Basic understanding of PowerShell or any other scripting language o Hands on experience on Microsoft Excel and PowerPoint o Hands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc
Other Requirements
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Hands-on/ exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Yellow.ai
Moveworks, etc.
- Proficient with any market leading Unified eXperience Management (UXM) solutions like Nexthink,
Aternity, Systrack, 1e Tachyon, Control Up etc.
- Minimum 5 years of experience in Infrastructure Technology
- Minimum 3 years of experience in delivering EUC/DWP services.
- Should have worked and be open to work in a 24x7 environment.
- Ability to communicate effectively with end users, business owners, developers and various levels of
management.
- Excellent written and verbal interpersonal skills including demonstrated ability to consolidate data to
provide easily understandable deliverables
- Comfortable working in a fast paced, Dynamic environment and developing adaptable solutions to meet