HCLTech→
Administrator - Desk Side Services, AMT… at HCLTech · Philadelp…
Skills
Job Description
Job Summary
Escalation Management: Diagnose and resolve complex multi-user hardware, software, and application issues escalated by L1 technicians. • OS & Image Deployments: Configure, test, and roll out corporate OS images, patches, and unified endpoint software configurations using tools like Microsoft Intune or SCCM. • Smart Hands Coordination: Act as the local technical expert to support underlying network infrastructure, VIP support, switch room environments, and back-end server backups Performance Metrics & KPIs: Design, generate, and deliver weekly and monthly operational health reports mapping SLAs, resolution times, and team capacity constraints Trend & Anomaly Analysis: Utilize tools like Excel, Power BI, or SQL to query ticketing databases and analyze incident histories to uncover macro-level system defects Translate raw support metrics into clear, scannable summaries for senior leadership detailing major incidents, project impacts, and structural capacity risks.
Key Responsibilities
Escalation Management: Diagnose and resolve complex multi-user hardware, software, and application issues escalated by L1 technicians. • OS & Image Deployments: Configure, test, and roll out corporate OS images, patches, and unified endpoint software configurations using tools like Microsoft Intune or SCCM. • Smart Hands Coordination: Act as the local technical expert to support underlying network infrastructure, VIP support, switch room environments, and back-end server backups Performance Metrics & KPIs: Design, generate, and deliver weekly and monthly operational health reports mapping SLAs, resolution times, and team capacity constraints Trend & Anomaly Analysis: Utilize tools like Excel, Power BI, or SQL to query ticketing databases and analyze incident histories to uncover macro-level system defects Translate raw support metrics into clear, scannable summaries for senior leadership detailing major incidents, project impacts, and structural capacity risks.
Skill Requirements
Escalation Management: Diagnose and resolve complex multi-user hardware, software, and application issues escalated by L1 technicians. • OS & Image Deployments: Configure, test, and roll out corporate OS images, patches, and unified endpoint software configurations using tools like Microsoft Intune or SCCM. • Smart Hands Coordination: Act as the local technical expert to support underlying network infrastructure, VIP support, switch room environments, and back-end server backups Performance Metrics & KPIs: Design, generate, and deliver weekly and monthly operational health reports mapping SLAs, resolution times, and team capacity constraints Trend & Anomaly Analysis: Utilize tools like Excel, Power BI, or SQL to query ticketing databases and analyze incident histories to uncover macro-level system defects Translate raw support metrics into clear, scannable summaries for senior leadership detailing major incidents, project impacts, and structural capacity risks.
Other Requirements
Escalation Management: Diagnose and resolve complex multi-user hardware, software, and application issues escalated by L1 technicians. • OS & Image Deployments: Configure, test, and roll out corporate OS images, patches, and unified endpoint software configurations using tools like Microsoft Intune or SCCM. • Smart Hands Coordination: Act as the local technical expert to support underlying network infrastructure, VIP support, switch room environments, and back-end server backups Performance Metrics & KPIs: Design, generate, and deliver weekly and monthly operational health reports mapping SLAs, resolution times, and team capacity constraints Trend & Anomaly Analysis: Utilize tools like Excel, Power BI, or SQL to query ticketing databases and analyze incident histories to uncover macro-level system defects Translate raw support metrics into clear, scannable summaries for senior leadership detailing major incidents, project impacts, and structural capacity risks.