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Senior Specialist

4 months ago

Douglas County, United States HCL Technologies Ltd. Full time

Job Description (Posting).

Role Definition

Job Title: Deskside Services Engineer

Reporting to: Regional Manager

Minimum Experience 2.5 -5 Years of Deskside Services Technician

Background

As a member of the Onsite Support team, the candidate will provide high quality support with very

good customer service, technical expertise, and timeliness. This position has frequent contact with end

users, peers, managers & VIP s. The candidate will operate in a team environment with a

collaborative approach to resolving customer problems and supporting other members of the Site.

Detailed Description

Minimum Two or more years of experience in End User hardware and software

Configuration troubleshooting.

Perform complex installations and Configurations of desktops, laptops, mobile devices, and

associated Peripherals and related Software.

Experience in performing activities like changes, or Software installations, Break Fix activities, Desk Side Support, Data Migration, Refreshes).

Experience Supporting Windows Operating Systems, MAC Operating Systems, MS Office, VPN,

local and Network printing, G Suite, Notebooks (e.g., iPads, Surfaces), and mobile devices.

Ability to install Software for and troubleshoot a wide range of Applications.

Provide IT support for disaster recovery and emergency response activities in the event of

emergency situations at local sites.

Excellent customer service orientation and verbal communication skills.

Analytical thinking and problem-solving ability.

(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