Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

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

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

1. 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)

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

1. 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

ITSM Process Adherence & Ticket Management:

Work within Service Now / 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

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

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

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

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:

Service Now / 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)