Company: HCL Technologies Ltd.
Posted on: June 12, 2021
Job Description (Posting).
- Local and Remote support of end user devices including, but not
limited to: troubleshooting, repair, maintenance, upgrade
recommendations / installations, configuration/setup, incident
analysis and resolution, basic connectivity support (wired and
wireless), PDA and Smartphone support, printer (MFD) support and
- Performing end user device imaging, deployment, installation
and collection; along with the moving of any equipment from one
location to another, while adhering to customer standards.
- Performing end user software installation, configuration,
procurement, support, and troubleshooting on end user devices.
- Taking end to end ownership of assigned end user Incidents and
Requests, while categorizing, tracking, prioritizing and providing
up-to-date status and information to them while utilizing ITSM
ticketing tools such as Service Now, Remedy, HP Service Manager, or
- As onsite 'Smart Hands' support, will be asked to perform
training and orientation on use of Hardware and Software, along
with coordination of onsite tasks from other off-site technical
teams. Will also need to support VIP level end users, as
- Assisting with Hardware/Software asset inventory Management,
including hardware disposals.
- Support In-country/site PBX networks and PSTN interfaces.
- Assisting with special projects.
- Performing other duties as assigned.
(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
Keywords: HCL Technologies Ltd., Atlanta , Senior Specialist, Other , Franklin, Georgia
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