Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
Philippines
Job Description
Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
Capital District, Metro Manila
Job Summary
| Role Overview |
| The Deskside & Remote Support SME acts as a Level-2/Level-3 technical expert, responsible for end-user computing (EUC) support, issue resolution, and operational governance across onsite (Deskside) and offsite (Remote Support) channels. |
| The role ensures high service quality, SLA adherence, and seamless user experience for ADB end users by managing complex issues, guiding L1 teams, and maintaining operational standards. |
Key Responsibilities
| 1. Advanced End-User Support (L2/L3 Escalation) |
| Act as primary escalation point for complex user issues (Deskside & Remote) |
| Handle: |
| OS issues (Windows / Mac) |
| Login / authentication issues |
| Application troubleshooting |
| Device performance and configuration issues |
| Provide break-fix support for IT equipment and user devices |
| 2. Deskside Support Operations |
| Provide onsite support for ADB users including: |
| Walk-in user issue handling |
| Device setup, configuration, and troubleshooting |
| Physical asset handover and return support |
| Manage ticket-based service requests from AskIT / ITSD portal |
| Ensure quick turnaround and high CSAT for onsite services |
| 3. Remote Support (RDS) Operations |
| Deliver remote troubleshooting and resolution support through: |
| Remote desktop tools |
| Ticketing systems |
| Telephonic support |
| Handle global user incidents and service requests |
| Support end-users across geographies (ADB distributed environment) |
| 4. Device Lifecycle & User Support |
| Support end-user device lifecycle activities: |
| Laptop / desktop provisioning |
| Asset issuance, replacement, and return |
| Device migration and upgrades |
| Peripheral support (monitor, accessories, etc.) |
| Ensure proper recording of asset details and transactions |
| 5. Service Request Fulfilment (Standard Operations) |
| Manage requests such as: |
| Equipment issuance & loan allocation |
| Configuration & installation of applications |
| Onboarding / offboarding support |
| Asset transfer & accountability updates |
| User account setup and environment readiness |
| 6. ITSM Process Adherence & Ticket Management |
| Work within ServiceNow / AskIT ticketing system |
| Ensure: |
| Accurate ticket logging and categorization |
| Timely updates and closure |
| SLA compliance |
| Maintain proper work notes, documentation, and audit trail |
| Including capturing asset details and activities performed during support tasks |
| 7. Operational Compliance & Governance |
| Adhere to ADB security, compliance, and onboarding requirements: |
| Smart ID / access provisioning processes |
| NDA, compliance documentation, and access approvals |
| Follow restrictions on tools and support scope boundaries |
| e.g., vendor-managed devices supported on best-effort basis |
| 8. Collaboration & Cross-Team Coordination |
| Work closely with: |
| Asset Management Team |
| Desktop Engineering |
| Application Support Team |
| Vendors / OEMs (for non-standard devices) |
| Coordinate for issue resolution beyond deskside scope |
| 9. Knowledge Management & Team Guidance |
| Provide guidance to L1 / junior support engineers |
| Support knowledge transfer and KT playback sessions |
| Contribute to runbook updates and process improvements |
| 10. Customer Experience & CSAT Ownership |
| Ensure high user satisfaction and responsiveness |
| Deliver: |
| Fast resolution |
| Clear communication |
| Professional troubleshooting |
| Drive continuous improvement based on user feedback and governance reviews |
Skill Requirements
| Core Technical Skills |
| End-User Computing (EUC Support) |
| Windows / Mac OS troubleshooting |
| Office 365 / enterprise applications support |
| Hardware troubleshooting (laptops, desktops, peripherals) |
| Remote support tools and methodologies |
| ITSM & Tools |
| ServiceNow / ITSM tools |
| Ticket lifecycle management |
| Asset lifecycle awareness (ITAM integration) |
| Soft Skills |
| Strong user interaction and communication skills |
| Problem-solving and troubleshooting mindset |
| Stakeholder coordination |
| Experience & Qualification |
| 4–7 years of IT support experience (Deskside + Remote Support) |
| Experience in enterprise/global service environments |
| Exposure to managed services delivery model |
| Prior experience in BFSI / large enterprise environments (preferred) |
| Key Performance Indicators (KPIs) |
| SLA adherence (incident & request closure times) |
| First-time resolution rate |
| Customer satisfaction (CSAT) |
| Ticket backlog and aging |
| Quality of documentation / audit compliance |
| Working Model |
| Location: Onsite (ADB campus) |
| Engagement: Managed Services (ITSD + EUC support) |
| Work Mode: Shift-based aligned to customer operations |
Other Requirements
1. Microsoft Certified: Modern Desktop Administrator Associate (Optional But Valuable).
2. Itil Foundation Certification (Optional But Valuable)
2. Itil Foundation Certification (Optional But Valuable)
Information at a Glance
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Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
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Industry-benchmarked compensation
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Best-in-class healthcare benefits
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Personal time off
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Maternity and paternity benefits
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Access to skills / higher education programs/resources
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Discounts on products and services via Benefit Box
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Participate in CSR programs and live life with a purpose
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Opportunities to grow and advance your career
Note : The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.