Job Description
Administrator
Job Summary
-
Location: Ireland
-
Project role: Administrator
-
Qualification: B.E, B-Tech
-
Experience: 2.5-5 Years
-
Skills: Desk Side Services
-
No. of positions: 1
Job description:
Ensuring IT service levels are maintained and exceed performance objectives. Typically, a service delivery manager will be responsible for service desk, desktop support and Application support personnel, so strong staff management and communication skills are important. Deciding on service level agreements both operationally and for contracted services Developing and recommending service and process improvements Any change management processes Any incidents relating to release management Coordinating the team to ensure any major incidents are managed professionally Building and maintaining internal and external relationships and services Ensure that all systems and processes in place ensure effective service delivery Reporting on process improvements, team performance and agreed service levels Expansion of services to fill all gamut's of infrastructure increase breadth. Focus on project opportunities and transformation initiatives ITIL process definitions and implementation Automation in service delivery Resource management Utilization Billing Management Reporting Conduct regular in depth service and process audits. Employee retention, motivation and training Focus on grooming people from L1 to L2, L2 to L3 within select timelines Value add to customer YOY by working closely with the Transformation and Consulting group for Architecture gap assessment studies Implementation of new technologies Consolidation virtualization opportunities Reduce business impact of outages Cost savings through better solutions Enhance operational efficiencies Overall SLA management Operation interaction with technologies Lead Service Owner Overall Customer and Employee Satisfaction
- 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 and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Why Join Us:
At HCL Technologies, we promise many varied opportunities for you to learn, along with the potential to do innovative, interesting work, and to fast track your career. You will have access to the Global clients and team from some of the most experienced leaders in the tech industry who will enable you to get on the fast track to a rewarding tech career. HCL Technologies offers the leadership, flexibility, and people-friendly work culture to enrich the life of an employee and of those around them - to find greater stability, purpose, and growth both personally and professionally.
We encourage our people to try things differently, provide them with the freedom to explore, opportunities to grown, and experiment while offering intensive training and on-the-job coaching opportunities. Our people take pride in their enthusiasm and commitment to go beyond. And we celebrate this collective pride. Below are few of the benefits and perks:
- Global careers and mobility
- A flexible (remote) working environment with work-life balance
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks – Engagement Champion to name a few