Job Description (Posting)

Job Description for EUC- Deskside Side Services Windows PCJob Description Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality. To manage the overall operations and ensure that the standard of services provided to Client have improved. Manage Operations during business hours from 8am local time and on occasions outside business hours and at weekends. Coordinate with Technical Tracks to ensure uninterrupted Data Centre services. Responsible to coordinate with all aspects of Data Centre facilities under the guidance of technical Teams Windows, Unix, Network, Voice, Storage, backup, etc. Provide monitoring of Data Centre facilities and enable access to authorized personnel into the Data Centre Manage the utilization of Data Centre facilities, including space, power and cooling infrastructure to ensure the Unpack, unbox and inspect the equipment for physical damages before installation and make necessary arrangements for return for damage equipment under the guidance / direction of technical teams Manage all Data Centre Cabling and perform all Cabling in accordance with industry standard best practices under the guidance / direction of technical teams Manage the utilization of environmental equipment (including Data Centre UPS, power systems and backup generators), perform all systems preventive maintenance under the guidance / direction of technical teams Responsible for the physical security of all Data Centre facility and equipment Ability to participate and contribute during crisis times, assist team members/leads/ customer/ HCL Senior management, as needed Proactive monitoring of the end to end customer service & Infrastructure. Standardization and Optimization of existing process Managing resolution of escalated Business Applications, System Issues within agreed SLA s. Contribute in FAQ database for CLIENT and ensure the usage and updation. Contribute in Known Error Database for CLIENT and ensure frequent update and usage. Ensure RCA is done for all P3/P4 cases and Knowledge base is updated to reduce/avoid the impact in future. Good Analytical skills required to analyze and improve the day to day operations. Delivering the SLA/KPI weekly/Monthly reports to the client and HCL management. To implement and run ITIL processes and standards to achieve customer delight by doing IT Service Management. Ensuring highest availability of Customer Service Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's. Work closely with help desk peers, RDS (L2) Team & other teams in cross-training, development/implementation of operational excellence procedures and fostering teamwork. Work closely and provide hands and feet support to infrastructure teams like Windows, Unix, Security, Network, VOIP, etc. Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems. Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities. (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

Qualification

B Tech

Skill (Primary)

DWP-FSS-Desk Side Services