Sr Administrator (Support & Operations)

HCL Technologies Limited; Lucknow; On-site; INR 700,000 - 1,100,000; Full time

Job summary

HCL Technologies Limited in India seeks a seasoned Help Desk Manager to oversee daily support desk operations, ensuring service continuity and driving process improvements.

You will maintain skills inventories, coordinate with application/infrastructure teams, and monitor performance using ITSM tools such as Remedy. Strong Windows OS knowledge and phone support experience are essential.

Qualifications

• Experience in technical helpdesk or call centre environments.
• Strong Windows OS knowledge and experience with desktop/server support.
• Familiarity with ITSM ticketing tools such as Remedy or HP Service Center.

Responsibilities

• Maintain technical skill continuity and consistency of help desk staff.
• Ensure continuous improvement of services provided by the help desk.
• Provide telephone support to customer end users.
• Provide Problem Management System support activities.
• Work with Application and Infrastructure Development teams to ensure smooth transition of new hardware and software into support by the HD.
• Includes preparation of help desk staff to support new technology.
• Maintain skills inventory of help desk analysts and Coordinators; evaluate technical skills; develop and maintain training plan.
• Liaise between help desk and other groups on technical support issues; proactively work with other groups on normal process support issues.
• Reactively gather technical information in outages or emergencies; update and organize access to all help desk documentation.

Skills

Problem solving

Phone support

Team coordination

Tools

Remedy

HP Service Center

Active Directory

Exchange 2003/2007

Job description

• Maintain technical skill continuity and consistency of help desk staff
• Ensure continuous improvement of services provided by the help desk
• Provide telephone support to customer end users
• Provide Problem Management System support activities
• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
• Includes preparation of help desk staff to support new technology
• Maintain skills inventory of help desk analysts and Work Request Co-ordinators:
• Evaluate technical skills
• Develop and maintain Training Plan
• Liaison between help desk and other groups on technical support issues:
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Update, organise,create an easy electronic access to all help desk documentation, including manuals

Key Responsibilities

• scripts,processes,process flow charts, notification Escalation list, help desk weekly schedule, support documentation, etc.
• Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool. Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
• Develop processes to streamline the daily functioning of the help desk including:
• Work distribution
• Monitoring phone queue and email box
• Vendor management and follow-up
• User follow-up
• Closing tickets
• Maintaining front end message
• Work closely with help desk manager to implement technical action items related to the help desk
• Assist help desk manager in analysing help desk group and individual statistics:
• Ensure implementation of BOP (Best Operating Practices) in the help desk
• Establish communication link with other zones relative to technical and support environment
• Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
• Manage small help desk related projects.
• Backup help desk Manager when help desk Manager is out.
• Documentation of help desk processes
• Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
• Route problems to internal IM support staff
• Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
• Administer and provide User Access and Exit controls . Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention\'
• Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management
• Technical Requirements
• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center