Senior Engineer - Desk Side Services, AMT Asset Management Software
India
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Job Description
Senior Engineer - Desk Side Services, AMT Asset Management Software
Bangalore, Karnataka

Job Summary

Skill Requirement : Helpdesk Technition

Job Description : Job Title: Helpdesk Team Lead\\\\r\\\\nDepartment: IT / Technical Support\\\\r\\\\nLocation: Bangalore \\\\r\\\\nEmployment Type: Full-time\\\\r\\\\n________________________________________\\\\r\\\\nJob Summary\\\\r\\\\nThe Helpdesk Team Lead will oversee the day-to-day operations of the IT Helpdesk, ensuring timely and effective resolution of technical issues and providing leadership to the helpdesk support team. This role requires strong technical knowledge, excellent communication skills, and proven experience in managing IT support functions to maintain high customer satisfaction and system reliability.\\\\r\\\\n________________________________________\\\\r\\\\nKey Responsibilities\\\\r\\\\nLeadership & Management\\\\r\\\\n• Lead, mentor, and support a team of Helpdesk Analysts/Technicians.\\\\r\\\\n• Monitor team performance through KPIs, SLAs, and ticket management systems.\\\\r\\\\n• Conduct regular team meetings, performance reviews, and training sessions.\\\\r\\\\n• Coordinate scheduling to ensure 24/7/365 coverage.\\\\r\\\\nOperational Support\\\\r\\\\n• Oversee helpdesk ticketing, prioritization, and escalation processes.\\\\r\\\\n• Ensure timely resolution of Level 1 and Level 2 support requests.\\\\r\\\\n• Act as an escalation point for complex or critical technical issues.\\\\r\\\\n• Collaborate with other IT teams to improve incident response and service quality.\\\\r\\\\nProcess & Continuous Improvement\\\\r\\\\n• Develop and maintain standard operating procedures (SOPs) for helpdesk operations.\\\\r\\\\n• Analyze ticket trends to identify recurring issues and recommend long-term solutions.\\\\r\\\\n• Drive continuous improvement initiatives in support processes and user experience.\\\\r\\\\n• Participate in audits, compliance reviews, and reporting as required.\\\\r\\\\nCustomer Service\\\\r\\\\n• Ensure high levels of customer satisfaction through professional communication and issue resolution.\\\\r\\\\n• Provide periodic reports on helpdesk performance and user feedback to management.\\\\r\\\\n• Foster a culture of accountability, ownership, and customer-centric support.\\\\r\\\\n________________________________________\\\\r\\\\nQualifications\\\\r\\\\nEducation:\\\\r\\\\n• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).\\\\r\\\\nExperience:\\\\r\\\\n• 6–8 years of experience in IT Helpdesk or Technical Support roles.\\\\r\\\\n• Minimum 1–2 years of team leadership or supervisory experience.\\\\r\\\\nTechnical Skills:\\\\r\\\\n• Strong knowledge of Windows and macOS environments, Active Directory, Office 365, SNOW, VDI, VPN and networking basics.\\\\r\\\\n• Experience with ITSM or ticketing tools (e.g., ServiceNow, Jira).\\\\r\\\\n• Familiarity with remote support tools and endpoint management systems (e.g., Intune, SCCM).\\\\r\\\\nSoft Skills:\\\\r\\\\n• Excellent communication, interpersonal, and problem-solving skills.\\\\r\\\\n• Strong organizational and multitasking abilities.\\\\r\\\\n• Ability to manage and motivate a team in a fast-paced environment.\\\\r\\\\n• Customer-focused mindset with a commitment to service excellence.\\\\r\\\\n________________________________________\\\\r\\\\nPreferred Certifications\\\\r\\\\n• ITIL Foundation Certification\\\\r\\\\n• CompTIA A+, Network+, or Microsoft Certified Professional (MCP)\\\\r\\\\n• Leadership or management training/certification (optional)\\\\r\\\\n________________________________________\\\\r\\\\nKey Performance Indicators (KPIs)\\\\r\\\\n• SLA adherence and ticket resolution times\\\\r\\\\n• Customer satisfaction scores CSAT\\\\r\\\\n

 

Key Responsibilities

Skill Requirement : Helpdesk Technition

1. Maintain And Enhance Existing Asset Management Features By Troubleshooting Bugs And Resolving Ad-Hoc Requests, Ensuring High-Quality Code In Compliance With Business And Client Requirements. 
2. Deliver Client Support Through Data Presentation, Ticket Resolution, And Daily Monitoring Of Client Needs, Ensuring Timely Completion Of Tasks In Accordance With Defined Quality Standards.
3. Create And Maintain Documentation For Cmmi Processes And Client Requirements To Facilitate Enhancements And Ensure Compliance With Operational Standards.
4. Provide Technical Guidance And Support To Junior Developers, Fostering Their Growth And Ensuring Adherence To Best Practices In Asset Management Services.

Skill Requirements

Skill Requirement : Helpdesk Technition

1. Proficient In Asset Management Services With A Strong Understanding Of Support And Operations Processes. 
2. Familiarity With Coding Standards And Best Practices In Software Development.
3. Strong Analytical And Problem-Solving Skills To Troubleshoot And Resolve Issues Effectively.
4. Excellent Communication Skills To Interact With Clients And Team Members.

Other Requirements

Other Requirement : Helpdesk Technition  
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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 226,300 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 2025 totaled $14.5 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.