Administrator - Desk Side Services, AMT Asset Management Software

HCLTech; Gurugram District; On-site; INR 500,000 - 900,000; Full time

Job summary

HCL Technologies Limited seeks an Administrator for Desk Side Services within AMT Asset Management Software. The role focuses on delivering asset management solutions, incident handling, and ITIL-aligned processes to support end users and maintain service quality.

Responsibilities include on-call support, knowledge base updates, and collaboration to resolve tickets efficiently while maintaining strong CSAT. The position emphasizes collaboration with IT teams and adherence to standards.

Qualifications

• Experience with asset management services and tools.
• Strong analytical and problem-solving skills.
• Proficient in ticketing systems and incident management processes.

Responsibilities

• Adhere to quality standards and regulatory requirements by implementing best practices in asset management services.
• Provide on-call support for escalated issues, performing root cause analysis using asset management tools to identify and rectify recurring problems.
• Conduct knowledge base updates and management, facilitating training sessions for new hires and coaching analysts to enhance team capabilities.
• Independently resolve tickets within the agreed service level agreement (SLA) for ticket volume and response time, utilizing asset management software to track and manage incidents effectively.
• Ensure a positive customer experience and high customer satisfaction (CSAT) scores by striving for first call resolution and minimizing rejected resolutions and reopened cases.

Skills

Asset management knowledge

Analytical thinking

Ticketing systems experience

Communication skills

Education

ITIL Foundation Certification

Asset Management Certification

Tools

Asset Management Software

Job description

Career Opportunities: Administrator - Desk Side Services, AMT Asset Management Software (191308)

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

• 1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services To Ensure Compliance With Company Policies.
• 2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Asset Management Tools To Identify And Rectify Recurring Problems.
• 3. Conduct Knowledge Base Updates And Management, Facilitating Training Sessions For New Hires And Coaching Analysts To Enhance Team Capabilities.
• 4. Independently Resolve Tickets Within The Agreed Service Level Agreement (Sla) For Ticket Volume And Response Time, Utilizing Asset Management Software To Track And Manage Incidents Effectively.
• 5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) Scores By Striving For First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

• 1. In-Depth Knowledge Of Asset Management Services And Tools.
• 2. Strong Analytical And Problem-Solving Skills.
• 3. Proficient In Ticketing Systems And Incident Management Processes.
• 4. Excellent Communication And Interpersonal Skills.

Other Requirements

• 1. Itil Foundation Certification (Optional But Valuable).
• 2. Certification In Asset Management (Optional But Valuable)