Administrator - Desk Side Services at HCLTech (Gautam Buddha Nagar) | Apply Now

Job Summary

The Tools & Automation Engineer enhances operational efficiency by developing and maintaining automation tools. This role focuses on asset management and ITIL processes, ensuring all solutions meet organizational standards for quality and cost. The engineer collaborates to deliver high-quality code, support existing projects, and respond to client requests.

Key Responsibilities

1. Adhere to quality standards and regulatory requirements by implementing best practices in asset management services to ensure compliance with company policies.
2. Provide on-call support for escalated issues, performing root cause analysis using asset management tools to identify and rectify recurring problems.
3. Conduct knowledge base updates and management, facilitating training sessions for new hires and coaching analysts to enhance team capabilities.
4. Independently resolve tickets within the agreed service level agreement (SLA) for ticket volume and response time, utilizing asset management software to track and manage incidents effectively.
5. Ensure a positive customer experience and high customer satisfaction (CSAT) scores by striving for first call resolution and minimizing rejected resolutions and reopened cases.

Skill Requirements

1. In-depth knowledge of asset management services and tools.
2. Strong analytical and problem-solving skills.
3. Proficient in ticketing systems and incident management processes.
4. Excellent communication and interpersonal skills.

Other Requirements

1. ITIL Foundation Certification (optional but valuable).
2. Certification in Asset Management (optional but valuable).