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▷ [Urgent Search] Nexthink

▷ [Urgent Search] Nexthink

HCLTechChennai, Tamil Nadu, India
11 hours ago
Job description

Role and Responsibilities

This role is required to :

  • Provide quality support with a high degree of customer service, technical expertise and timeliness.
  • Must be an excellent communicator with responsibility of interacting with business, other technology teams and third-party managed service providers.
  • Working knowledge in Service Desk environment which includes and not limited to Windows OS troubleshooting, Software / App troubleshooting, Services, Hardware etc.
  • Perform periodic EUC / DWP data analysis to identify top volume drivers, root causes that can be automated / scripted.
  • Ensure that tool versions are kept current per OEM and business recommendations
  • Work hand in hand with respective VDU leads for data identification and SOP documentation
  • Work closely with developers to get the required scripts created and implemented
  • Collaborate with all EUC / DWP teams to gather inputs data analysis and scripting opportunities identified to reduce the cycle time or automate the workload
  • Perform periodic audits and conduct assessments for the tools in scope and identify the areas of improvement
  • Closely monitor dashboards and tool usage.
  • Inform respective teams about any trends observed while monitoring and get the same actioned.
  • Conduct lunch & learn sessions and weekly walkthroughs for business and HCL teams to increase tool adoption

Qualifications and Education Requirements

  • Proficient with any market leading Unified eXperience Management (UXM) solutions like Nexthink, Aternity, Systrack, 1e Tachyon, Control Up etc.
  • Minimum 5 years of experience in Infrastructure Technology
  • Minimum 3 years of experience in delivering EUC / DWP services.
  • Hands-on / exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Yellow.ai Moveworks, etc.
  • Should have worked and be open to work in a 24x7 environment.
  • Ability to communicate effectively with end users, business owners, developers and various levels of management.
  • Excellent written and verbal interpersonal skills including demonstrated ability to consolidate data to provide easily understandable deliverables
  • Comfortable working in a fast paced, Dynamic environment and developing flexible solutions to meet evolving business requirements
  • Thorough understanding of End user Compute portfolio and products with the ability to deliver detailed technical documentation.

    • Preferred Skills

  • Technical Skills required including but not limited to –
  • Basic understanding SCCM
  • Basic understanding of Microsoft Windows, Apple Macintosh design architecture and deployment methodologies
  • Basic Understanding of active directory
  • Basic Understanding of Citrix and other remote / virtual desktop technologies
  • Basic understanding of SQL
  • Basic understanding of PowerShell or any other scripting language
  • Hands on experience on Microsoft Excel and PowerPoint
  • Hands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc.
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    Nexthink • Chennai, Tamil Nadu, India