RR-0384652 - Analyst I Infrastructure Services

Overview

Lead and coordinate the daily onsite IT support team at the Mumbai location, covering end-user workplace support, incident and service request management, asset coordination, stakeholder and vendor coordination, and service reporting.

What you'll do

• Lead and coordinate daily activities of the onsite IT support team.
• Allocate and prioritise incidents, service requests and operational activities across team members.
• Ensure adequate support coverage during agreed business/support hours.
• Act as the first point of escalation for operational and technical issues requiring onsite intervention.
• Conduct regular team reviews and ensure adherence to defined processes and procedures.
• Coordinate shift, leave and backup coverage to maintain service continuity.
• Provide and oversee onsite support for desktops, laptops, monitors, docking stations, printers and associated workplace peripherals.
• Support Windows operating systems, Microsoft 365 applications and standard enterprise workplace tools.
• Coordinate troubleshooting of hardware, software, connectivity and user-access-related issues.
• Support device installation, configuration, replacement, refresh and decommissioning activities.
• Provide onsite assistance for meeting-room and collaboration technology issues where applicable.
• Coordinate with remote resolver groups for issues requiring specialised technical support.
• Monitor open incidents and service requests and ensure timely resolution within agreed SLAs.
• Ensure tickets are appropriately assigned, updated and closed with adequate resolution details.
• Follow up on ageing, breached or high-priority tickets.
• Coordinate Major Incident support requiring onsite activities.
• Identify recurring issues and work with relevant resolver teams towards permanent resolution.
• Support IT asset movement, allocation, collection and replacement activities.
• Ensure appropriate documentation and tracking of devices handled by the onsite team.
• Coordinate stock availability for commonly required replacement equipment and peripherals.
• Support periodic asset verification and reconciliation activities as required.
• Ensure equipment is handled in accordance with applicable security and asset-management procedures.
• Act as the primary operational interface for onsite workplace support at the Mumbai location.
• Coordinate with business users, service desk, infrastructure teams, vendors and other resolver groups.
• Provide clear updates on critical incidents, service issues and operational dependencies.
• Coordinate vendor visits and third-party support activities where required.
• Escalate risks, delays and dependencies to the appropriate service management stakeholders.
• Track service performance against agreed SLAs and operational targets.
• Review ticket backlog, ageing and recurring support issues.
• Provide regular operational status and escalation updates.
• Participate in service reviews and operational meetings as required.
• Identify opportunities for service improvement, automation and reduction of recurring incidents.
• Maintain appropriate operational documentation, knowledge articles and support procedures.
• Ensure team adherence to customer and organisational processes, policies and security requirements.
• Follow applicable change, incident, request, asset and access-management processes.
• Ensure appropriate approvals are obtained before performing controlled activities.
• Support audit and compliance requirements relevant to onsite workplace support.

What you'll need

• Strong experience in onsite IT / End User Computing / Workplace Support.
• Prior experience leading or coordinating a team of desktop/onsite support engineers.
• Strong knowledge of Windows desktop/laptop support.
• Strong knowledge of Microsoft 365 applications.
• Strong knowledge of hardware and peripheral troubleshooting.
• Strong knowledge of enterprise user support.
• Strong knowledge of incident and service request management.
• Strong knowledge of IT asset lifecycle activities.
• Strong knowledge of basic LAN/Wi-Fi and connectivity troubleshooting.
• Working knowledge of ITIL-based service management processes.
• Experience working with enterprise ITSM/ticketing tools such as ServiceNow or equivalent.
• Ability to manage escalations and prioritise multiple operational issues.
• Strong customer-facing and stakeholder-management skills.
• Good written and verbal communication skills.
• Ability to work effectively with remote infrastructure and resolver teams.

Nice to have

• Bachelor's degree or diploma in IT, Computer Science, Engineering or a related discipline.
• ITIL Foundation certification.
• Relevant Microsoft, desktop support or workplace technology certifications would be advantageous.
• Previous experience supporting a large enterprise or regulated environment would be beneficial.

Details

• Location: Mumbai (onsite).
• Work mode: onsite. DXC's work model prioritises in-person collaboration with flexibility.