Tata Consulting Services (Usa) Nashville , TN 37201
Posted 2 weeks ago
Technical/Functional Skills :
Need to have 5+ years of experience and knowledge in Troubleshooting
software's, printer, projectors, and issues over remote and over call
support to customers.
Experience and knowledge in Troubleshooting laptop, desktop and printer
hardware issues.
Experience in Executive and site support analyze, troubleshoot, and
evaluate computer network problems on Wi-Fi devices and network
issues.
Understanding of End User Remote support, and when necessary, onsite
support or dispatch Provider support specialists to provide Authorized
Users with operational and technical support to resolve Incidents and
meet the Service Levels.
Experience in support for installation, troubleshooting and maintenance of
software and hardware in the Warehouse centers, Printer, scanners, and
other specialized systems
High level understanding of the Networking Concepts
Roles & Responsibilities:
Respond and resolve IT related issues over the phone and tickets
Installation of operating system and user applications
Troubleshoot hardware and software issues
Configure, maintain, and troubleshoot printers of all types including laser,
thermal, and impact
Developing, documenting, and maintaining deskside operations and
administration procedures in the Policies and Procedures Manual.
Providing additional resources, as needed, during Critical Situations.
Effectively managing number of Deskside Services resources to ensure
appropriate levels of staffing for each Location.
Maintaining and providing Escalation contact list(s) for Deskside Services
(including Third Party Suppliers).
Maintaining a continuous improvement program that improves Deskside
Services delivery and reduces the overall number of Escalated Incidents.
Identifying solutions that minimize the need to Escalate to Deskside Services
(e.g., additional Authorized End User training, Self-Help support opportunities,
self-healing opportunities, automation scripts, RCA).
Providing continuous improvement and innovation for better Authorized End
User experience, (i.e. automation scripts, knowledge base articles, how-to
instructions, etc.).
Participating in compliance activities including corporate audit, security risk
assessment, and vulnerability remediation.
Managing any Service Requests (e.g., desktop, mobile) which require local
interaction at the supported Locations.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to explain technical issues to technical and nontechnical employees and
customers.
Resolve Incidents and Problems associated with EUC Equipment and EUC
Software, and provide break/fix support
Tata Consulting Services (Usa)