HCLTech Hiring Desk Side Services Administrator, Bengaluru

Job Summary

The SRO Site Support resource is responsible for operations support across all endpoints and works with global client support resources. This person works under the guidance of client managers, and performance is reviewed weekly and monthly between the client and HCL.

Key Responsibilities

• Technical Support: Provide onsite and remote help to resolve issues on Windows, Mac OSX, Linux, iOS and Android, including hardware and software faults, connectivity problems and system configuration. Also coordinate with the OEM vendor for warranty laptops and desktops.
• Reporting: Work with ServiceNow reporting and dashboards.
• Cross-Platform Compatibility: Ensure MAC and Windows systems, applications and services integrate smoothly for users.
• New Hire Induction and Tech Refresh: Take an active part in the new hire induction program and execute tech refresh of eligible devices per client guidelines.
• User Training: Run user training sessions and create learning resources to improve proficiency with MAC, Windows and productivity tools.
• System Administration: Manage and maintain MAC and Windows systems, including software installation, updates and configuration.
• Asset Management: Track hardware and software assets, including inventory, license compliance and lifecycle management.
• Site Support: Handle racking, networking, power and support for servers, switches, APs, UPS units and other equipment, with help from global IT specialist teams.
• Print and Telecom Support: Work with MFP providers and engineering teams on site printing, Teams communications and meeting room infrastructure.
• Hardware Procurement and Proactive Tech Refresh: Buy new hardware within the forecast and budget, forecast refresh counts, monitor performance and recommend upgrades.
• User Onboarding and Offboarding: Set up Mac or Windows workstations for new joiners, plan readiness from the new hire list, and raise shipping requests for remote locations. For leavers, collect equipment, provide return instructions, wipe repurposed assets and coordinate quarterly disposal with the vendor.
• Asset Reconciliation: Carry out monthly asset verification (cycle count) and extract asset data from various tools as per procedure.
• Incident Management: Respond to and resolve IT incidents raised by end users, following established processes.
• Application Support: Support or be willing to learn enterprise applications such as JIRA, Confluence, ServiceNow, MFA portal, Azure Active Directory, Active Directory, Microsoft Exchange (Hybrid) and Office 365, including cloud versus on-prem applications.
• Networking and Desktop Support: Support or be willing to learn basic networking (IP validation, static IP assignment, remote desktop setup), part replacements, GPU installation and guidance on non-standard IT devices.