Desk Side Support EngineerLocation: Phoenix, ArizonaResponsibilities:Vendor Management: To have a cordial relation with the vendors and ensure all dispatch and schedule tickets are being handled as the defined SLASLA & KPI Management: To ensure all SLA and KPI for the project has been over and above achievedClient Management: To ensure right communicating has been liaised with clients, Creating reports for client.Team Management: Team building and handling skills and act as a bridge between the leadership and team membersTeam Handling: Should handle team efficiently by taking max. output and discuss their improvement plan.Transition: Due diligence and coordinate with the transition team for proper implementation of the processTech Bär Management: To ensure the teams manage the Tech bar efficiently. Help customer on their issues.Automation: Process improvement and automation opportunity to be explored and implementedTechnical: 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 teamTechnical Requirements:Disciplined, systematic problem-solving skills requiredWindows Operating systems 10 & 11 with troubleshootingClients: Windows7, Windows Vista, Windows XP, Windows 2000ITSM ticketing tools such as ServiceNowRemote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioInternet browsers (e.g.
Explorer, Chrome, Firefox, Edge)VPN and remote dial-in usersSoft 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 skill- Able to handle hardware issues, Software, and printer issues- High level of acceptance- Can drive HCL’s value and its methodologyOther Skills / Experience:Ability to learn new information quicklyAbility to integrate as a cross-functional, team playerPersonal dedication to providing high quality, superior serviceAbility to work flexible hours when necessary to cover for other help desk analysts and to be on call during the weekCustomer FocusTeamworkTechnical Expertise & TroubleshootingInterpersonal EffectivenessConcern for H/W Order and Quality for EUC buildYears 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 orderingRelevant: 5-6 years of FSO Manager experienceCertification requirements:Preferred MCP/MSCE/MSCA or HDI CSSITIL knowledge of V2/V3/V4 especially on Service Desk, Incident, Problem, and Change Management preferredEducation requirements: