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    specialist - Cary, United States - HCL Technologies

    HCL Technologies
    HCL Technologies Cary, United States

    Found in: Lensa US 4 C2 - 1 week ago

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    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
    #J-18808-Ljbffr
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