HCL - DU Head - Service Desk/EUC

Company - HCL Tech

Location - Noida

Experience - 15 -20 yrs

JD:

- Service Delivery experience in handling large Service Desk and End User Computing Team.

- Customer management to ensure customer Delight.

- Establish and Drive Delivery Review internal and with customer.

- ITIL process definitions and implementation

- Automation in Services Desk/ End user Computing service delivery

- Creation of reusable service and process components

- Resource management

- Utilization Billing

- Periodic Management reporting

- Supporting smooth transition of new accounts

- Customer retention through creation of stickiness.

- Expansion of services to fill all gamut’s of infrastructure-increase breadth.

- P&L responsibility-Contracted and new business from existing customers

- Increase penetration into these accounts across all existing services-increase Depth.

- Focus on grooming people from L1 to L2, L2 to L3 within select timelines

- Support SDM’s in establishing Team trainings.

- Employee retention, motivation and training

Contact person - Namrata