Lead Administrator (Support &Operations)

Job description

To diagnose and resolve complex technical issues impacting business operations,facilitate root cause analysis and enhance customer feedback for support operations. Key Responsibilities 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 Skill Requirements PREFERRED SKILLS · Technical Skills required including but not limited to – o Basic understanding SCCM o Basic understanding of Microsoft Windows, Apple Macintosh design architecture and deployment methodologies o Basic Understanding of active directory o Basic Understanding of Citrix and other remote/virtual desktop technologies o Basic understanding of SQL o Basic understanding of PowerShell or any other scripting language o Hands on experience on Microsoft Excel and PowerPoint o Hands on Experience with different ITSM tools like ServiceNow, BMC Remedy etc Other Requirements QUALIFICATIONS AND EDUCATION REQUIREMENTS · Hands-on/ exposure to Conversational Chatbot solution like ServiceNow VA, Avaamo, Yellow.ai Moveworks, etc. · 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. · 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 Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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