HCL Technologies Ltd. Cary , NC 27518
Posted 2 months ago
Job Description (Posting).
Desktop JD. (Onsite Support)
Work description:
Need to work on mass customer support environment
To manage desktop support team both HCL as well as vendor resources
Should work dynamically with customer issues and find solution on the fly.
Maintain SLA and customer satisfaction 100%
Interact with server teams and resolve issues.
Should be managing 4000-6000 computers on network
Physically fit to handle devices
Independently handle computers and other IT devices
Factory support
Should be ready for on-call support in case of emergencies during off hours
Create and provide statistics on regular basis with proper justifications.
Following are the minimum skills requirement for an analyst in helpdesk/ Desk side support
Microsoft Operating System winxp, win7, Remote Desktop and Access.
Knowledge on Networking
Knowledge on MS Office package
Basics of Active Directory
Knowledge on standard applications
Excellent customer service skills.
VPN, wireless troubleshooting
Excellent troubleshooting skills
Excellent interpersonal skills to interact with various individuals with diverse
backgrounds, handle human resources issue and keep the business up
OS image management
The ability to learn and understand new technology and skills quickly
Ability to react to and act upon escalations, feedback
Must have 5 + years exp
Ability to communicate clearly with end users and support organizations, application
owners and managers.
Ability to write technical documentation for the help desk analysts to follow to resolve
problems.
Problem solving skills and decision-making skills are required. MCSE/CCNA.
ITIL Certified. (Optional) (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.