Specialist

3 weeks ago


Cary, United States HCL Technologies Full time

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

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