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Beaufort

    associate consultant - Beaufort, United States - HCL Technologies

    HCL Technologies
    HCL Technologies Beaufort, United States

    Found in: Lensa US 4 C2 - 5 days ago

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    Description

    Job Description (Posting).


    The day-to-day tasks of a help desk support team vary depending on the needs of the users or systems on a given day.

    Help desk support personnel can plan for upgrades, updates, and maintenance tasks, but there will always be unexpected issues that arise in a given day.

    That being said, many in help desk support find themselves acting as the first point of contact when a user is facing hardware, software, or system issues.

    Many teams work within a ticketing system, so that each member of the help desk team will have a variety of tickets to address and close out each day in addition to their maintenance tasks.

    While the nature of their role is more technically based, it is important for help desk support specialists to have a tolerant and patient disposition, with strong communication skills to put frustrated users at ease.

    With many tasks to oversee, in general help desk support will be responsible to:
    Monitor and respond quickly to incoming requests relate to IT issues. Maintain computer systems and act as support if any system goes down. Responsible for PC s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc). Maintain user PCs, including upgrades and configuration as needed. Assist with onboarding of new users. Keep inventory of all equipment, software, and license users. Install, configure, and upgrade PC software.

    General awareness of computer systems, PC repair, and network management Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.

    Ability deploy, configure, and support operating systems on desktop and mobile Understanding and appreciation for information security within systems and user devices.

    Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.

    Very nice communication skills verbal and written Good leadership skills , including team handling, team improvement customer management etc To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.

    (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.

    (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

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