Technical Specialist

3 months ago

Franklin, United States HCL Technologies Full time
Job Description (Posting).

Job Title:
Admin/Subject Matter Expert (SME)Job Category:
Service Excellence/Service Assurance
Department/Group:
Tools OperationalizationPRF NO:Job Code/ Req#

LocationNoida

Job Description

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

QUALIFICATIONS AND EDUCATION REQUIREMENTS
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.
Hands-on/ exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Yellow.ai Moveworks, etc.
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.

PREFERRED SKILLS
Technical Skills required including but not limited to
oBasic understanding SCCM
oBasic understanding of Microsoft Windows, Apple Macintosh design architecture and deployment methodologies
oBasic Understanding of active directory
oBasic Understanding of Citrix and other remote/virtual desktop technologies
oBasic understanding of SQL
oBasic understanding of PowerShell or any other scripting language
oHands on experience on Microsoft Excel and PowerPoint
oHands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc.
Approved By:
TP1, TP2

(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

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