Job Summary

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 et

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 flexible solutions to meet

evolving business requirements

Thorough understanding of End user Compute portfolio and products with the ability to deliver detailed technical documentation.