Associate Consultant

2 weeks ago

Singapore HCL SINGAPORE PTE. LTD. Full time

**Job Description & Requirements**:
**1**

**Position/ Job Title**

Regional Services Manager - Field Services

**2**

**Location**:
Singapore

**3**

**Reporting Manager**:
Global Lead - Local Services

**4**

**Overview**:
Providing a single point of contact for Business Units for escalations at the Service Desk or Deskside Support and working with Customer Support Groups as necessary to resolve and provide root cause analysis and completion of follow up actions to avoid repeat. Build relationships between the key business decision makers and Customer Engineering/Operations/Application and Infrastructure teams, including external vendors Holding Regular Reviews with Key Business Clients to understand business direction/provide strategic advice/communicate and adopt the customer strategy. As well as providing business unit aligned reporting, trend analysis and actively identifying service improvement opportunities. Assist with the managing of Incidents and requests for high profile End Users, driving the resolution of escalated issues spanning several technology groups, performing root cause analysis and reporting as necessary Continuously educating End Users.

**Job Description for the Position**:
Primary responsibilities are:

- To manage the IT Service Delivery team (Deskside support) and Partner Resource team, taking responsibility for desktop support
- Customer Relationship Management
- Vendor Relationship Management
- Project Management on on-going project
- Manage Customer Deliverables and Priorities
- SLA Management including Incident, Service request, etc.
- Daily review with the Country Managers
- Periodic reviews with Customer and Vendors
- MIS and Reporting
- Oversee and monitor

Key project Indicators
- To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
- Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.

Need to have knowledge and get the below tasks carried out by Country Manager / Full Time or Dispatch Engineers at various locations in the region:

- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
- Providing 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
- Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
- 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.
- Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
- Works with procurement staff to purchase hardware and software.
- This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

**Technical Skills**:

- Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
- Effective communication in English and local languages is mandatory

**Business Skills**:

- Management of the Region
- 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
- Efficiently coordinate with Vendors for daily operations and Dispatch Engineers

**5**

**Skills, Experience and Qualification Required for the Position**:

- Minimum Qualification - Engineering
- Experience -10+ years’ experience, with at least 3+ years on Regional managerial role.
- ITIL / PMI professional will be preferred
- Experience of working with & managing partners
- Should have very strong written and oral communication 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
- Experience of managing and leading a geographically and culturally diverse team
- A significant travel is expected on the job - hence should be willing to work in such a role
- Location of work will be the client offices in the respective geography / location. Flexibility in relocation based on job requirements will be desired

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