Associate

HCL Technologies Ltd. Iowa , LA 70647

Posted 3 weeks ago

ROLE AND RESPONSIBILITIES

Perform varying degrees of problem analysis and resolution of software and hardware issues relating to desktops and laptops. Perform the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency.

  • Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software

  • Become familiar with local and regional infrastructure, key contacts, and escalations in regards to other teams in the business

  • Demonstrate outstanding understanding and communication when working with clients

  • Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)

  • Good Communication skills and ready for 24*7 (Night Shifts in US timings) environment.

PREFERRED SKILLS AND COMMON TASKS ON THE JOB

  • Experience on Win 10 and Preferably Win 7 to Win 10 Migration experience

o Installation environment

o Configuration/imaging

o BitLocker encryption

o Crash/BSOD resolution

o General Windows OS troubleshooting

  • Hardware support and troubleshooting

o Troubleshooting hardware issues

o Replacing desktop/laptop hardware

o Installation of peripheral devices

  • Microsoft Office proficiency

o Proficiency in Word, Excel, Lync, Outlook, Access, PowerPoint (usage and support)

o Visio, Project (support)

o Able to create documentation and contribute to KB articles

o O365 support

  • Basic network troubleshooting

o Experience working with basic network hardware (switches)

o Troubleshooting connectivity issues

o Thorough understanding of wireless/wired networks

  • Customer service skills

o Comfortable working with people in a professional setting

o Able to provide a calming demeanour with a frustrated customer to reach a positive conclusion

(1.) - Conduct periodic audits across LoBs to ensure adherence to regulatory compliance and CoE processes

  • Collate audit findings, analyse the same and prepare reports on the findings

  • Support to the LoB HR to come up with an action plan based on the audit findings

  • Follow up with the LoB HR for execution of action plans to ensure closure of non-compliances (2.) - Prepare reports periodically for the CoE review with the Senior Management

  • Share reports / data with the LoB HR leaders on a periodic / ad-hoc basis to help them monitor their average resource cost targets / wage bill as a % of revenue / other relevant KPPs and metrics

  • Track lateral hiring as per the lateral hiring grid / other metrics relevant to LoBs and share reports with them as and when required

  • Compile data and prepare monthly / quarterly update reports as per the requirement of LoBs and CoEs

  • Share reports with the supervisor for review and circulation to relevant stakeholders

  • Provide inputs (if any) on improving the current reports (3.) - Study the HR plan and understand requirements from the CoE

  • Understand the requirements from LoBs; Document the

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Associate

HCL Technologies Ltd.