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Senior Specialist

Company: HCL Technologies Ltd.
Location: Franklin
Posted on: June 12, 2021

Job Description:

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 peripheral management.
  • 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 Peregrine Service.
  • 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 needed.
  • 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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