Job description:

Desk Side Services JD :

Responsible for assuring users are provided efficient and timely first and second level support as per support hours.
Performs staff scheduling to ensure shift coverage during normal business hours and on-call support as required.
Manages the DSS staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
Accountable for meeting systems infrastructure or operational Service Level Agreements agreed with Customer
Drive Projects like PC Refresh, Desktop to laptop,OS/Hardware upgrades.
Perform Productivity Analysis and measure it with Industry benchmarks.
Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
Ability to manage multiple high priority initiatives in a fast paced highly technical environment
Remains on-call during off-peak hours to respond to support service issues & escalations
Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the Customer/HCL Management
Ensures that decisions made to improve the overall customer support of the HDSS are continually carried through
Coordinates training requirements of DSS personnel
Contributes to departmental productivity and development objectives by participating in training programs
Provides leadership by projecting a positive attitude, and providing learning incentives
Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
Solves problems and makes decisions on a daily basis relative to DSS responsibilities. Ensures that effective DSS representation takes place for the coordination of work processes and projects with other departments and divisions
Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of DSS. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
Maintains competency and enhances professional growth and development through continuing education and conferences
Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support
Meets with technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the technology planning effort
Invokes problem escalation procedures to coordinate recovery
Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching a