Hyderabad, Telangana Job Summary 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; - 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 on-site 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 respective resolutions and circumvention's - Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos - To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices - To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to. Skill Requirements 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; - 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 on-site first line contact and second and third line resolver groups; - Experience of implementing or operating a unified Service Desk in a multi-supplier setting; - 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 respective resolutions and circumvention's - Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos - To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices - To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that cu

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