Specialist

7 days ago


Chandler, Arizona, United States HCL Technologies Ltd. Full time

Job Description:

  • Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer's end users
  • Route problems to internal 2nd and 3rd level IT support staff
  • Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution
  • Administer and provide User account provisioning
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure
  • Respond to, diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
  • Perform user account management activities
  • Escalate complex problem to appropriate support specialists
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
  • Troubleshoot client software and basic network connectivity problems
  • Identify, evaluate, and prioritize customer problems and complaints
  • May train users and operators on a limited basis and/or may write training procedures
  • Participate in ongoing training and departmental development
  • Routine maintenance updates with other IT staff and business units
  • Provide all required documentation including standards, configurations, and diagrams
  • Provide knowledge transfer of EUC operations
  • To provide support for on-call escalations and doing root cause analysis of given issue
  • To independently resolve tickets within agreed SLA of ticket volume and time
  • To adhere to quality standards, regulatory requirements, and company policies
  • Work on value-adding activities such as Knowledge base update and management, Training freshers, coaching analysts
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

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