Senior Administrator - Desk Side Services, AMT Asset Management Software
India
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Job Description
Senior Administrator - Desk Side Services, AMT Asset Management Software
Noida, Uttar Pradesh

Job Summary

FSO L2 – Vendor & Technician Management (Retail Stores) Job Title: Field Service Operations (FSO) Analyst – L2 Department: Retail IT Support / Field Service Operations Experience: 3–6 years Role Summary: Responsible for managing end-to-end Field Service Operations for retail stores, including vendor coordination, technician dispatch, and resolution tracking. The role ensures timely break-fix support, optimal resource utilization, and adherence to SLAs for store operations. Key Responsibilities: Vendor Management: • Coordinate with third-party vendors and dispatch partners for issue resolution. • Track vendor performance against SLAs (response time, resolution time). • Manage escalations and ensure accountability until closure. • Maintain vendor documentation, contacts, and performance reports. Technician Management: • Schedule and dispatch field technicians based on location, priority, and skillset. • Coordinate technician visits to retail stores for break-fix and IMACD activities. • Track technician productivity, utilization, and resolution quality. • Ensure first-time fix and minimize repeat visits. Retail Store Support Operations: • Manage ticket lifecycle from dispatch to closure for store-related issues. • Perform remote troubleshooting and determine need for onsite support. • Coordinate with store staff for issue validation and resolution confirmation. • Ensure minimal downtime for POS, network, and store systems. Dispatch & Coordination: • Manage end-to-end dispatch control for field service operations. • Assign tickets to appropriate technicians/vendors based on geography and priority. • Maintain real-time visibility of dispatch status and progress. • Handle logistics coordination including parts and inventory movement. Governance & Reporting: • Monitor SLAs, KPIs, and operational dashboards. • Prepare daily/weekly reports on ticket status and vendor performance. • Identify improvement opportunities and drive service optimization. • Ensure compliance with operational processes and audit requirements. Skills & Qualifications: • Experience in Field Service Operations / Retail IT Support. • Knowledge of dispatch management, vendor coordination, and logistics. • Familiarity with ITSM tools (ServiceNow or similar). • Understanding of retail store IT environment (POS, printers, networks). • Strong communication and stakeholder management skills. • Ability to manage multiple vendors and priorities in a dynamic environment. Key Competencies: • Vendor & Partner Coordination • Dispatch & Scheduling Management • Incident & Ticket Management • SLA & KPI Governance • Customer & Store Experience Focus

Key Responsibilities

FSO L2 – Vendor & Technician Management (Retail Stores) Job Title: Field Service Operations (FSO) Analyst – L2 Department: Retail IT Support / Field Service Operations Experience: 3–6 years Role Summary: Responsible for managing end-to-end Field Service Operations for retail stores, including vendor coordination, technician dispatch, and resolution tracking. The role ensures timely break-fix support, optimal resource utilization, and adherence to SLAs for store operations. Key Responsibilities: Vendor Management: • Coordinate with third-party vendors and dispatch partners for issue resolution. • Track vendor performance against SLAs (response time, resolution time). • Manage escalations and ensure accountability until closure. • Maintain vendor documentation, contacts, and performance reports. Technician Management: • Schedule and dispatch field technicians based on location, priority, and skillset. • Coordinate technician visits to retail stores for break-fix and IMACD activities. • Track technician productivity, utilization, and resolution quality. • Ensure first-time fix and minimize repeat visits. Retail Store Support Operations: • Manage ticket lifecycle from dispatch to closure for store-related issues. • Perform remote troubleshooting and determine need for onsite support. • Coordinate with store staff for issue validation and resolution confirmation. • Ensure minimal downtime for POS, network, and store systems. Dispatch & Coordination: • Manage end-to-end dispatch control for field service operations. • Assign tickets to appropriate technicians/vendors based on geography and priority. • Maintain real-time visibility of dispatch status and progress. • Handle logistics coordination including parts and inventory movement. Governance & Reporting: • Monitor SLAs, KPIs, and operational dashboards. • Prepare daily/weekly reports on ticket status and vendor performance. • Identify improvement opportunities and drive service optimization. • Ensure compliance with operational processes and audit requirements. Skills & Qualifications: • Experience in Field Service Operations / Retail IT Support. • Knowledge of dispatch management, vendor coordination, and logistics. • Familiarity with ITSM tools (ServiceNow or similar). • Understanding of retail store IT environment (POS, printers, networks). • Strong communication and stakeholder management skills. • Ability to manage multiple vendors and priorities in a dynamic environment. Key Competencies: • Vendor & Partner Coordination • Dispatch & Scheduling Management • Incident & Ticket Management • SLA & KPI Governance • Customer & Store Experience Focus.

Skill Requirements

FSO L2 – Vendor & Technician Management (Retail Stores) Job Title: Field Service Operations (FSO) Analyst – L2 Department: Retail IT Support / Field Service Operations Experience: 3–6 years Role Summary: Responsible for managing end-to-end Field Service Operations for retail stores, including vendor coordination, technician dispatch, and resolution tracking. The role ensures timely break-fix support, optimal resource utilization, and adherence to SLAs for store operations. Key Responsibilities: Vendor Management: • Coordinate with third-party vendors and dispatch partners for issue resolution. • Track vendor performance against SLAs (response time, resolution time). • Manage escalations and ensure accountability until closure. • Maintain vendor documentation, contacts, and performance reports. Technician Management: • Schedule and dispatch field technicians based on location, priority, and skillset. • Coordinate technician visits to retail stores for break-fix and IMACD activities. • Track technician productivity, utilization, and resolution quality. • Ensure first-time fix and minimize repeat visits. Retail Store Support Operations: • Manage ticket lifecycle from dispatch to closure for store-related issues. • Perform remote troubleshooting and determine need for onsite support. • Coordinate with store staff for issue validation and resolution confirmation. • Ensure minimal downtime for POS, network, and store systems. Dispatch & Coordination: • Manage end-to-end dispatch control for field service operations. • Assign tickets to appropriate technicians/vendors based on geography and priority. • Maintain real-time visibility of dispatch status and progress. • Handle logistics coordination including parts and inventory movement. Governance & Reporting: • Monitor SLAs, KPIs, and operational dashboards. • Prepare daily/weekly reports on ticket status and vendor performance. • Identify improvement opportunities and drive service optimization. • Ensure compliance with operational processes and audit requirements. Skills & Qualifications: • Experience in Field Service Operations / Retail IT Support. • Knowledge of dispatch management, vendor coordination, and logistics. • Familiarity with ITSM tools (ServiceNow or similar). • Understanding of retail store IT environment (POS, printers, networks). • Strong communication and stakeholder management skills. • Ability to manage multiple vendors and priorities in a dynamic environment. Key Competencies: • Vendor & Partner Coordination • Dispatch & Scheduling Management • Incident & Ticket Management • SLA & KPI Governance • Customer & Store Experience Focus

Other Requirements

FSO L2 – Vendor & Technician Management (Retail Stores) Job Title: Field Service Operations (FSO) Analyst – L2 Department: Retail IT Support / Field Service Operations Experience: 3–6 years Role Summary: Responsible for managing end-to-end Field Service Operations for retail stores, including vendor coordination, technician dispatch, and resolution tracking. The role ensures timely break-fix support, optimal resource utilization, and adherence to SLAs for store operations. Key Responsibilities: Vendor Management: • Coordinate with third-party vendors and dispatch partners for issue resolution. • Track vendor performance against SLAs (response time, resolution time). • Manage escalations and ensure accountability until closure. • Maintain vendor documentation, contacts, and performance reports. Technician Management: • Schedule and dispatch field technicians based on location, priority, and skillset. • Coordinate technician visits to retail stores for break-fix and IMACD activities. • Track technician productivity, utilization, and resolution quality. • Ensure first-time fix and minimize repeat visits. Retail Store Support Operations: • Manage ticket lifecycle from dispatch to closure for store-related issues. • Perform remote troubleshooting and determine need for onsite support. • Coordinate with store staff for issue validation and resolution confirmation. • Ensure minimal downtime for POS, network, and store systems. Dispatch & Coordination: • Manage end-to-end dispatch control for field service operations. • Assign tickets to appropriate technicians/vendors based on geography and priority. • Maintain real-time visibility of dispatch status and progress. • Handle logistics coordination including parts and inventory movement. Governance & Reporting: • Monitor SLAs, KPIs, and operational dashboards. • Prepare daily/weekly reports on ticket status and vendor performance. • Identify improvement opportunities and drive service optimization. • Ensure compliance with operational processes and audit requirements. Skills & Qualifications: • Experience in Field Service Operations / Retail IT Support. • Knowledge of dispatch management, vendor coordination, and logistics. • Familiarity with ITSM tools (ServiceNow or similar). • Understanding of retail store IT environment (POS, printers, networks). • Strong communication and stakeholder management skills. • Ability to manage multiple vendors and priorities in a dynamic environment. Key Competencies: • Vendor & Partner Coordination • Dispatch & Scheduling Management • Incident & Ticket Management • SLA & KPI Governance • Customer & Store Experience Focus
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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 227,000 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 December 2026 totaled $14.7 billion.
23 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: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg 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.