Desk Side Support Engineer

Responsibilities

• Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLA.
• SLA & KPI Management - To ensure all SLA and KPI for the project has been over and above achieved.
• Client Management - To ensure right communicating has been liaised with clients, Creating reports for client.
• Team Management - Team building and handling skills and act as a bridge between the leadership and team members.
• Transition - Due diligence and coordinate with the transition team for proper implementation of the process.
• Tech Bar Management - To ensure the teams manage the Tech bar efficiently. Help customer on their issues.
• Automation - Process improvement and automation opportunity to be explored and implemented.
• Technical - Knowledge of SCCM, Windows 10 to 11 upgrade, Windows Build process, technical troubleshooting on windows, printers, Hardware issues, and client VPN.
• Ticketing Tool - ServiceNow, Dashboard creation, how to calculate SLA's, Fetching reports and shared SLA reports with team.

Requirements

• Disciplined, systematic problem-solving skills required.
• Windows Operating systems 10 & 11 with troubleshooting.
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000.
• ITSM ticketing tools such as ServiceNow.
• 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, Edge), VPN and remote dial-in users.
• Soft Skills - Excellent communication and conversation skills (Verbal and Written), Good documentation skills, Good working knowledge of MS OFFICE & Windows.
• Able to handle hardware issues, Software, and printer issues.
• 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.
• Personal dedication to providing high quality, superior service.
• To work flexible hours when necessary to cover for other help desk analysts and to be on call during the week.
• Customer Focus.
• Teamwork.
• Technical Expertise & Troubleshooting.
• Interpersonal Effectiveness.
• Concern for H/W Order and Quality for EUC build.

Years Of Experience

• Total :6 - 8 years' experience in Field Services support, tech Bar, Windows 10 and 11 upgrade, Hardware management for EUC, Information Management, or Customer Service management.
• Hub & SPOKE model, Device ordering.
• Relevant : 5-6 years of FSO Manager experience.

Certification Requirements

• PREFERRED - MCP/MSCE/MSCA or HDI CSS ITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management.

Education Requirements

• Bachelors / Masters / Equivalent.