HCL Technologies Ltd. Austin , TX 78719
Posted 4 weeks ago
Job Description (Posting).
As an Onsite Support Technician with minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
Manage a team of 25-30 technicians across locations
Manage the reporting of SLAs , Adherence of SLA and contract
Manage shift and shift planning including on call roster
Manage Resource productivity
Enable the team with training and development
Ensure security compliance
Ensure sufficient inventory level is managed across locations
Ensure all service request and incidents are resolved before agreed service levels
Plan and execute any move request or project work
Lead the team by providing technical and process assistance to below activities
Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
Perform Break Fix, Desk Side Support, IMACD s, Data Migration, Refreshes and health checks
Perform onsite updates, Configuration changes, or Software installations.
Provide onsite technical assistance to end users by visiting their desk location
Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
HCL Technologies Ltd.