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    Senior Specialist - Atlanta, United States - HCL Technologies Ltd.

    HCL Technologies Ltd.
    HCL Technologies Ltd. Atlanta, United States

    1 month ago

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    Description
    Job Description (Posting).


    Hands-on deskside support technician with 5+ years experience supporting Windows-based Laptop and Desktop PCs, peripherals and printers, and both standard and custom software.

    Excellent customer service and communication skills are a must

    Chief responsibilities include:

    performing varying degrees of problem analysis, resolution of all technical issues related to end-user computing hardware and software including but not limited to Laptops, Desktops, Tablets, and VOIP conference equipment, and all related software.

    Responsible to perform the below activities while adhering to Service Level Agreements (SLA) & Service Level Requirement (SLR) and able to independently prioritize based on urgency & Executive status.

    (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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