Specialist

2 weeks ago

Phoenix, United States HCL Technologies Ltd. Full time

Job Description (Posting).

Support Installations, Moves, Adds, and Changes (IMACs) requirements.

a. provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites;

b. coordinate, plan, and schedule IMACs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party); and

c. coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.

a. reate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentation;

b. obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software. This list may change from time to time and should be updated on a regular basis;

c. receive IMAC related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization;

d. communicate with Authorized Users if there is any issue with an IMAC related Service Request and attempt to resolve or escalate same appropriately;

e. coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users;

f. conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(s);

g. coordinate any physical space requirements as determined during the Site survey review;

h. confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC;

i. confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.

j. confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures;

k. schedule and dispatch] appropriate technicians, including Third Party Vendors to the IMAC location;

15. treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT;

n. cancel Network Transport Services that are no longer required after completing the IMAC.

(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

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