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    consultant - Dallas, United States - HCL Technologies

    HCL Technologies
    HCL Technologies Dallas, United States

    3 weeks ago

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    Description

    Job Description (Posting).


    To manage the help desk staff to ensure consistent and high quality service to the customer's End users inline with all SLA s and KPI s.

    To maintain an effective and efficient help desk tightly linked with customer business objectives.
    Ensure continuous improvement of services provided to customer end users.
    Provide Problem Management System support activities
    Act as technical liaison between help desk, customer business groups, and IM support groups
    Maintain technical skill continuity and consistency of help desk staff
    Develop improvement programmes based on the results of customer survey and other measures to meet agreed levels.
    Ensure operational excellence of the help desk. Implement Global problem Management and Escalation process.
    Implement & maintain staffing and scheduling for helpdesk. Ensure that necessary staffing is there to provide adequate coverage and maintain SLA.
    Work with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the help desk
    Includes preparation of help desk staff to support new technology
    Maintain skills inventory of help desk analysts and Work Request Co-ordinators:
    Evaluate technical skills
    Develop and maintain Training Plan

    Work closely with Team Leads & SDM/GOM to perform RCA and value add analysis and lead problem resolution effort.

    Implement complaint handling (management escalation) process for the help desk.
    Liaison with the training team on issues of staff preparedness, How Tos , FAQ's , training, etc. for both helpdesk and for the end user community
    Should keep knowledge updated by going through documentation periodically,updating documentation whenever new/change in process.
    Documentation of help desk processes and manage help desk related projects
    Liaison between help desk and other groups on technical support issues:
    Proactively work with other groups on normal process support issues
    Reactively work with other groups,gather technical information at outages,reduced services,emergencies or other exceptions from normal process
    (1.) 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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