Desktop Support

Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Ensure On-Time Resolution And Adherence To Quality Compliance For Escalated Incident Tickets By Analyzing Issues Within Asset Management Services Frameworks, Aligning Responses With Agreed Slas.

2. Facilitate Value-Added Activities, Including Mentoring Team Members On Asset Management Services Best Practices, Preparing Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation To Support Operational Excellence And Knowledge Sharing.

3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning Sessions To Align Resources Effectively.

4. Actively Engage In Customer Meetings To Gather Feedback, Address Concerns, And Enhance Customer Satisfaction Levels, Ensuring A Positive Experience Through Effective Communication.

5. Validate And Analyze Performance Data, Including Root Cause Analysis And Trend Analysis, Generating Insightful Reports To Present Findings And Recommendations To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge And Expertise In Asset Management Services.
2. Strong Analytical And Problem-Solving Skills, With The Ability To Conduct Root Cause And Trend Analysis.
3. Excellent Communication And Presentation Skills, Enabling Effective Stakeholder Engagement.
4. Proficiency In Creating And Maintaining Documentation, Including Sops And Knowledge-Sharing Resources.

Must Have Skill

Desk Side Services,Hardware Asset Management,Hardware Mgmt - Printers,MAC Hardware Mgmt,Windows PC,AMT Asset Management Software

Good to Have Skill

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Certification In Asset Management Best Practices Is Recommended