Subject matter Expert

Dear Folks

We’re Hiring: Nexthink Expert | Noida

Interested? Kindly share resume on mentioned mail id: Anjalive@hcltech.com/ mythili-b@hcltech.com

Experience - 4+ years

Location - Noida

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.