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Job Summary

The Remote Desktop Service (RDS) role is responsible for delivering end-to-end remote desktop support services to global users, ensuring high availability, SLA adherence, and superior user experience. The role combines technical support, service delivery, governance, and continuous improvement of remote desktop operations.

Key Responsibilities

End-to-End Service Delivery Deliver 24×7 remote desktop support services to end users across locations. [SOW 204 BPS | PDF] Ensure service delivery aligns with SLAs, KPIs, and contractual commitments. [Hi All, H...Keyword: S | Viva Engage] Act as part of a centralized Remote Desk / Deskbound support function. [SOW 204 BPS | PDF] 2. Incident & Request Management Manage incident, service request, and ticket queues using ITSM tools. [DSS JD 1 | Word] Troubleshoot and resolve issues related to: Desktop/Laptop systems Applications (Outlook, Office 365, enterprise apps) VPN, network, Wi-Fi connectivity Ensure timely resolution, escalation, and closure of tickets. [DSS JD 1 | Word] 3.



Remote Support & Troubleshooting Provide support using remote desktop tools and technologies. Diagnose and resolve hardware/software and user environment issues. [Job Descri...or DSS FSO | Word] Perform remote provisioning, configuration, and basic system maintenance. [Job Descri...or DSS FSO | Word] 4. Service Governance & SLA Management Monitor and maintain SLA compliance for response and resolution times. [Hi All, H...Keyword: S | Viva Engage] Ensure adherence to ITIL processes (Incident, Request, Problem). [DSS JD 1 | Word] Track and report service performance metrics (CSAT, SLA, backlog). 5. Knowledge Management & Documentation Maintain knowledge articles, SOPs, and troubleshooting guides. [Hi All, H...Keyword: S | Viva Engage] Document all issues, resolutions, and support activities. [Job Descri...or DSS FSO | Word] Contribute to knowledge base improvement and automation opportunities. [Hi All, H...Keyword: S | Viva Engage] 6. Customer Experience & Communication Provide clear, professional communication to end users. [Hi All, H...Keyword: S | Viva Engage] Ensure high levels of customer satisfaction and service quality. [DSS JD 1 | Word] Act as Single Point of Contact (SPOC) for user support where applicable.



[DSS JD 1 | Word] 7. Collaboration & Escalation Work with L2/L3 teams, infrastructure, and application teams. [Job Descri...or DSS FSO | Word] Escalate complex issues following defined escalation paths. Coordinate with onsite/offshore teams for resolution. [SOW 204 BPS | PDF] 8. Continuous Improvement Identify opportunities to reduce ticket volume and improve first-call resolution. [Hi All, H...Keyword: S | Viva Engage] Suggest process improvements to enhance efficiency and user experience. [Hi All, H...Keyword: S | Viva Engage] Participate in automation and self-service initiatives.

Skill Requirements

Technical Skills Strong knowledge of: Windows OS / Mac OS Office 365 / enterprise applications Active Directory, user account management Experience in remote desktop tools and support environments Understanding of: Networking basics (DNS, VPN, Wi-Fi) Endpoint management tools (SCCM, imaging) Experience in high-volume ticket handling environments [Hi All, H...Keyword: S | Viva Engage] Solid knowledge of ITIL processes and service management [DSS JD 1 | Word] Ability to manage 24×7 shift-based support delivery [Hi All, H...Keyword: S | Viva Engage]

Other Requirements

Bachelor’s degree in IT / Computer Science or related field 2–6 years of experience in Remote Desktop Support / Service Desk ITIL certification (preferred)

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Key Deliverables / KPIs\\r\
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SLA adherence (response & resolution)\\r\
First Call Resolution (FCR) rate\\r\
Customer Satisfaction (CSAT)

📌 Engineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services (India)
🏢 HCL Technologies
📍 India