specialist - Cary, NC , USA, United States - HCL Technologies Ltd.

Description

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 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