Technical Lead (Support & Operations)

Job Summary

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 issuesApplication troubleshootingDevice performance and configuration issuesProvide break-fix support for IT equipment and user devices

2. Deskside Support OperationsProvide onsite support for ADB users including:Walk-in user issue handlingDevice setup, configuration, and troubleshootingPhysical asset handover and return supportManage ticket-based service requests from AskIT / ITSD portalEnsure quick turnaround and high CSAT for onsite services

3. Remote Support (RDS) OperationsDeliver remote troubleshooting and resolution support through:Remote desktop toolsTicketing systemsTelephonic supportHandle global user incidents and service requestsSupport end-users across geographies (ADB distributed environment)

4. Device Lifecycle & User SupportSupport end-user device lifecycle activities:Laptop / desktop provisioningAsset issuance, replacement, and returnDevice migration and upgradesPeripheral support (monitor, accessories, etc.)Ensure proper recording of asset details and transactions

5. Service Request Fulfilment (Standard Operations)Manage requests such as:Equipment issuance & loan allocationConfiguration & installation of applicationsOnboarding / offboarding supportAsset transfer & accountability updatesUser account setup and environment readiness

6. ITSM Process Adherence & Ticket ManagementWork within ServiceNow / AskIT ticketing systemEnsure:Accurate ticket logging and categorizationTimely updates and closureSLA complianceMaintain proper work notes, documentation, and audit trailIncluding capturing asset details and activities performed during support tasks

7. Operational Compliance & GovernanceAdhere to ADB security, compliance, and onboarding requirements:Smart ID / access provisioning processesNDA, compliance documentation, and access approvalsFollow restrictions on tools and support scope boundariese.g., vendor-managed devices supported on best-effort basis

8. Collaboration & Cross-Team CoordinationWork closely with:Asset Management TeamDesktop EngineeringApplication Support TeamVendors / OEMs (for non-standard devices)Coordinate for issue resolution beyond deskside scope

9. Knowledge Management & Team GuidanceProvide guidance to L1 / junior support engineersSupport knowledge transfer and KT playback sessionsContribute to runbook updates and process improvements

10. Customer Experience & CSAT OwnershipEnsure high user satisfaction and responsivenessDeliver:Fast resolutionClear communicationProfessional troubleshootingDrive continuous improvement based on user feedback and governance reviews  

Skill Requirements

Core Technical SkillsEnd-User Computing (EUC Support)Windows / Mac OS troubleshootingOffice 365 / enterprise applications supportHardware troubleshooting (laptops, desktops, peripherals)Remote support tools and methodologies

ITSM & ToolsServiceNow / ITSM toolsTicket lifecycle managementAsset lifecycle awareness (ITAM integration)

Soft SkillsStrong user interaction and communication skillsProblem-solving and troubleshooting mindsetStakeholder coordination  

Other Requirements

Experience & Qualification4–7 years of IT support experience (Deskside + Remote Support)Experience in enterprise/global service environmentsExposure to managed services delivery modelPrior experience in BFSI / large enterprise environments (preferred)Key Performance Indicators (KPIs)SLA adherence (incident & request closure times)First-time resolution rateCustomer satisfaction (CSAT)Ticket backlog and agingQuality of documentation / audit complianceWorking ModelLocation: Onsite (ADB campus)Engagement: Managed Services (ITSD + EUC support)Work Mode: Shift-based aligned to customer operations