Job description:

Roles and Responsibilities:\\r\\n VDI Infrastructure focal for CAD Image and Release activities.\\r\\n Handle Windows client image activities, application packaging and scripting, and related project work in the CAD environment.\\r\\n Handle Level 3 issues/escalations within the VDI Infrastructure.\\r\\n Develop and maintain Images and Patch Management within VDI environment.\\r\\n Support hardware refresh activities in the VDI environment.\\r\\n Develop and maintain SOPs for VDI environment.\\r\\n Publish reports on CAD releases and related activities.\\r\\n Participate in other Global Client Virtualization/VDI projects as assigned.\\r\\n Act as a resource for colleagues with less experience.\\r\\n Provides documentation, process and training to service desk and Administrator level team members.\\r\\n Interfaces with vendors to ensure appropriate resolution during outages or other issues

• 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 & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases