Dss Role

**Job Description**:
Lead / Specialist
- Asset Management Services

We are looking for a multi-skilled Lead /Specialist who can effectively oversee Asset Management Deliverables and also work with EUC Function on a very large scale for global clients of HCL.

Primary responsibilities are:

- Asset Management/Stock Management /Procurement
- Asset provisioning and Tracking like Computer Assets/Mobile/Virtual Desktop/Workstations
- Oversee the Other EUC Activities as applicable (Application Packaging, OS Build, Software Distribution)
- Customer Relationship Management
- SLA/OLA Management for all Asset Management Deliverables and its reporting
- Regular reviews with Customer and internal teams/vendors as applicable
- Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
- Extensive knowledge on ITSM Tool Set (ServiceNow)
- Provide leadership to the EUC Team including coaching as required
- Reporting and MIS
- Oversee Projects
- OEM Vendor Relationship Management

Skills, Experience and Qualification Required

Business Skills:

- Understanding of EUC and Desk Side Support / FSO Management
- Ability to work in a Matrix managed environment
- Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
- To work through issues analytically to a successful conclusion
- Ability to communicate at different levels within the organization, including Key Business Stakeholders and Director Level Clients/pre-sale activities/solutions/etc
- Ability to understand best practices internally/externally on EUC related activities.
- Understanding of Financials, including cost control, project revenue/costs, Billing, vendor invoice processing, etc

Personal Skills
- Strong customer service skills
- Must be detail oriented and self-motivating
- Strong Written and Verbal Communication Skills at senior level,
- Relationship Management - internal and external customers, Flexibility, Presentation Skills and Team Skills
- Flexibility with respect to time - client deliverables need to be met with a Can do attitude
- Excellent problem solving / quantitative/ analytical skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Must be detail oriented and self-motivating
- Ability to motivate people and teams,
- Ability to write business cases and justification documents, Ability to manage multiple work streams
- Ownership and Drive, Ability to make difficult decisions, Multi -Tasking, Ability to Prioritise, Working Under Pressure, Impartial - Working on behalf of Clients

Technical Skills:

- Detailed understanding of IT Infrastructure in a Corporate Environment - Server/Network/Database
- Capable of developing AM process different activities
- Capable developing New joiner and Leaver process as per the Client needs
- Demand and Forecast analysis and understanding key Business needs/suggestions
- Asset Inventory/ITSM Tool/AMDB Implementation/Inventory report
- Asset Procurement Process/ Budget Tracking/ Asset Delivery Tracking/Provision process/Asset Audit/Periodic Reporting
- Tracking and Remediation of Missing Assets and its reconciliation
- Blanco/Degaussing along with Disposal process
- Working knowledge with Value Added Reseller (VAR)
- Accessories or Peripherals procurement and deployment process

Minimum Qualification and Experience
- 7-9 years EUC/FSO experience, with at least 3 years in a management role leading a team
- Minimum 2 Years working in Hardware Asset Management Role
- Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
- Exposure to Finance i.e Budget Control, Project Pricing Proposals.
- ITIL professional will be preferred
- Good knowledge on ITSM tool Sets, AMDB/CMDB configurations and implementation

Additional Information

Need to have detailed knowledge and oversee resources (on-site/field) at various locations in the region to complete the below activities:

- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
- Providing 2nd line IT support services to the business community ensuring that all requirements are met within agreed service targets
- Taking ownership of issues through to resolution on all appropriate requests.
- Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
- Move equipment associated with escalated help desk incidents and service requests
- Performing asset inventory activities as needed.
- Trains and orients staff on use of hardware and software.
- Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /