HCLTech Hiring Administrator, Desk Side Services (Noida)

Job Summary

The Tools & Automation Engineer improves operational efficiency by developing and maintaining automation tools. This role centers on asset management and ITIL processes, making sure every solution meets organizational standards for quality and cost. The engineer collaborates to deliver high-quality code, supports existing projects, and responds to client requests.

Key Responsibilities

1. Follow quality standards and regulatory requirements by applying best practices in asset management services so work stays compliant with company policies.
2. Provide on-call support for escalated issues, using asset management tools for root cause analysis to find and fix recurring problems.
3. Maintain and update the knowledge base, run training sessions for new hires, and coach analysts to build team capability.
4. Independently resolve tickets within the agreed Service Level Agreement (SLA) for ticket volume and response time, using asset management software to track and manage incidents.
5. Deliver a positive customer experience and strong Customer Satisfaction (CSAT) scores by aiming for first call resolution and reducing 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. Proficiency with ticketing systems and incident management processes.
4. Excellent communication and interpersonal skills.

Other Requirements

• ITIL Foundation certification (optional but valuable).
• Certification in asset management (optional but valuable).