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    Specialist - McLennan County, United States - HCL Technologies Ltd.

    HCL Technologies Ltd.
    HCL Technologies Ltd. McLennan County, United States

    4 weeks ago

    Default job background
    Description
    Job Description (Posting).

    Provide setup and support services for conference rooms.

    Provisioning and deployment of internal VoIP telephones

    Communication with several IT Infrastructure support groups to appropriately escalate incidents

    and follow up on incidents to drive resolution for the customer. Documenting customer

    interactions within the ticketsto be inclusive of accuracy, thoroughness and timeliness.

    Effectively communicate with Deskside Management Team in regards to asset management,

    break/fix or Service Desk related processes (build a proactive environment)

    Contribute current technical information and best practices concerning proprietary applications

    using the various knowledge distribution channels.

    Carries out responsibilities in accordance with the organization s policies, procedures, and state,

    federal and local laws

    Ensures compliance with all company policies and procedures, including safety rules and

    regulations

    Liaise as necessary interdepartmentally to seek resolutions to all reported issues

    Assess reported issues and as necessary work directly with Client s service providers for escalation

    and timely issue resolution.

    Perform customer support related tasks and special projects as assigned by management.

    Liaise as necessary interdepartmentally to seek resolutions to all issues reported.


    Must be able to lift desktops, laptops, monitors, printers and other IT related equipment (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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