HCL - Service Delivery/Service Desk - Desktop Support

Company - HCL Tech

Location - Chennai

Experience - 11-15 yrs

JD

- 12+ years exp.

- Excellent experience in SD and Desktop support exp.

- Managing 50+ team

- Excellent ability to interact directly with global customer stakeholders

- Managed and has good understanding of various tech towers

- Has worked on Automation and service improvements initiatives,

- Has handled initiatives leading to lower cost and demonstrated $ savings for Customer in terms of value add by better efficiencies. (1.) People Management

- Maintaining SLAs

- Maintaining Attendence and Leave reports

- Infrastructure Management within the OMC

- Preparing reports on Monthly / Hourly basis

- Driving Technical discussions with client

- Driving Sev1 bridge calls

- Performing root cause analysis on identified tickets

- Adhoc Analysis

- Outage impact and Analysis

- Managing SIP activities

- Handling Escalation

- Roster management of team members

Contact person - Namrata