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


Team Handling - Should handle team efficiently by taking max. output and discuss their improvement plan.


Transition - Due diligence and coordinate with the transition team for proper implementation of the process


Tech Bär 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


Technical 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


- Should have a great customer handling skill


- 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
• Ability 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 preferred


Education requirements:


- Bachelors / Masters / Equivalent