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    Consultant - Oklahoma City, United States - HCL Technologies

    HCL Technologies
    HCL Technologies Oklahoma City, United States

    3 weeks ago

    Default job background
    Description
    To write an effective desk side support job description, begin by listing detailed duties, responsibilities and expectations. We have included desk side support job description templates that you can modify and use.

    Sample responsibilities for this position include:

    Collaborate with other site and corporate IT staff in the resolution of issues
    Level 2 onsite or remote support for complex customer issues and requests
    Lead deployment of software releases, system upgrades and patches on end user devices
    Accountable for procurement and Asset management of end user devices
    Project lead for customer relocations and departmental infrastructure build out
    Will analyze the symptoms of the problem to properly identify the cause of the issue in order to determine a solution
    Will triage issues such as physical layers, usernames and passwords
    Will uninstall/reinstall basic software applications, verify proper hardware and software set-up and assist with navigation of application menus
    Will perform onsite installations or replacements of various hardware components and software repair
    Will perform diagnostic testing and utilization of remote control tools to assist users when troubleshooting to determine a solution
    Desk Side Support Qualifications
    Qualifications for a job description may include education, certification, and experience.

    Licensing or Certifications for Desk Side Support
    List any licenses or certifications required by the position: ITIL, SME, CE, MCDST, MCSE, MS, MOS, PC, IAT, PKI

    Education for Desk Side Support
    Typically a job would require a certain level of education.

    Employers hiring for the desk side support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Computer Science, Technical, Engineering, Education, Associates, Information Technology, Supervision, Computer, Communication, Management

    Skills for Desk Side Support
    Desired skills for desk side support include:

    MDM Solutions
    Corporate
    Industry and professional standards
    Infrastructure systems architecture concepts
    CA USD experience with similar ticket-tracking/request system workflow tool considered
    Project management concepts and tools
    Configurations and standards
    Optimizing Windows 10
    Windows 10 and OSX
    Remedy
    Desired experience for desk side support includes:

    Assist with installation of new software releases, system upgrades and patches
    Maintain user account information including rights, security and systems groups
    Perform installation, repairs and maintenance of telecommunications equipment
    Administration of Network Operations systems, equipment and Business System applications
    Lead Special Projects as it relates to deployment of software, troubleshoot software/systems, large scale moves/changes in the environment and other technology initiatives
    Handle escalations from business units and customer base

    To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.

    To provide support for on call escalations orL3 level support and doing incident and problem management

    Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.

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

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