Senior Desk-Side IT Administrator | Asset Management & ITIL

HCL Technologies Limited; Alabama; On-site; USD 65,000 - 90,000; Full time

Job summary

HCL Technologies Limited in the United States is seeking a Senior Administrator for Desk Side Services within AMT Asset Management Software. You will deliver operational support, manage incidents, and drive ITIL-aligned processes to maintain service quality.

This role emphasizes collaboration, knowledge sharing, and hands-on troubleshooting to ensure fast restoration and secure environments. Strong communication and mentoring skills are valued.

Qualifications

• Advanced knowledge of asset management practices.
• Strong problem-solving and diagnostic abilities.
• Excellent written and verbal communication skills.
• Familiarity with IT operations regulatory standards and quality.
• Ability to coach and mentor teammates.

Responsibilities

• Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services, Ensuring Compliance With Company Policies.
• Provide Expert Support For Complex Incidents Escalated By Analysts, Utilizing Advanced Troubleshooting Techniques And Root Cause Analysis To Resolve Technical And Security Issues Effectively.
• Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Their Skills And Service Delivery.
• Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations, And Maintaining A Strong Security Posture.
• Enhance Customer Experience And Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions Or Reopened Cases, And Proactively Mitigating Security Threats.

Skills

Asset management

Analytical thinking

Communication skills

ITIL knowledge

Mentoring

Job description

HCL Technologies Limited in the United States is seeking a Senior Administrator for Desk Side Services within AMT Asset Management Software. You will deliver operational support, manage incidents, and drive ITIL-aligned processes to maintain service quality.

This role emphasizes collaboration, knowledge sharing, and hands-on troubleshooting to ensure fast restoration and secure environments. Strong communication and mentoring skills are valued.