Senior Administrator - Desk Side Services, AMT Asset Management Software

Responsibilities

• Adhere to quality standards and regulatory requirements by implementing best practices in asset management services.
• Provide expert support for complex incidents escalated by analysts using advanced troubleshooting and root cause analysis.
• Lead value-adding initiatives including knowledge base management and training new team members.
• Coach and mentor analysts to enhance their technical skills and service delivery.
• Resolve complex support tickets within agreed SLAs while collaborating with cross-functional teams.
• Enhance customer satisfaction (CSAT) by achieving first-call resolution and minimizing reopened cases.

Requirements

• Advanced proficiency in Asset Management Services and industry best practices.
• Strong analytical and problem-solving skills to diagnose and resolve complex technical issues.
• Excellent communication skills for effective interaction with customers and team members.
• Familiarity with regulatory requirements and quality standards in IT operations.
• Proven ability to coach and mentor team members effectively.

Preferred Qualifications

• ITIL Foundation Certification.
• Professional certification in Asset Management or a related field.

Benefits

• Medical, dental, vision, pharmacy, life, and disability insurance.
• 401(k) retirement plan.
• Employee assistance program.
• 10 days of paid time off per year and 10 paid holidays.

About the Company

HCLTech is a global technology company with over 226,300 people across 60 countries. We deliver industry-leading capabilities centered around digital, engineering, cloud, and AI, providing solutions across major verticals including Financial Services, Manufacturing, Healthcare, and Public Services.