General Description
Responsibilities :-
Vendor Management - To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are been handled as the defined SLA
SLA & KPI Management - To ensure all SLA and KPI for the project is been over and above achieved
Client Management- To ensure right communicating is been liaised with clients, Creating reports for client.
Team Management - Team building and handling skills and also 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 wit the transition team for proper implementation of the process
TechBar Management - To ensure the teams manage the Tech bar effieciently. 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 skills
- 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
Relavant : 5-6 years of FSO Manager experience
