Desktop Support

2 weeks ago


Saint Louis, United States Yochana IT Full time
Job DescriptionJob Description

Responsibilities and Powers

  • Work within the guidelines and routines defined for the product or assignment
  • Work to ensure relevant KPI/PI's goals for the team they are working with are met for the product or assignment
  • Provide the end user the support that is agreed upon
  • Provide information to end users in the event of operational disturbances
  • Act as action owner of the cases or orders they are assigned to
  • Determine and assign correct priority on created or received cases and act according to given instructions
  • Escalate cases to other support functions when necessary
  • Perform incident resolutions and request fulfilments
  • Contribute to the identification and escalation of problems in supported services and solutions
  • Contribute to knowledge management and the documentation of errors and known work arounds
  • Follow the requirements concerning Information Security described in HCL Policy
  • Utilize and contribute to the HCL Knowledge Management System
  • Support 2nd and 3rd line teams with problem identification and resolution as required
  • Act as dispatcher of incoming tasks
  • Ensure correct use of applicable security policies and raise security issues where discovered
  • Drive the identification and escalation of problems in supported services and solutions
  • Drive knowledge management and the documentation of errors and known work arounds
  • Contribute to discussions on methods to improve team efficiency and delivery quality
  • Drive methods to improve team efficiency and delivery quality
  • Participate in development of new operation techniques and contribute to designing solutions in support
  • Coordinate and secure specialized training for specific support tasks requiring unique knowledge
  • Collect measurement data (resolution time, work effort and others) as assigned by management


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