What are the responsibilities and job description for the ASSOCIATE CONSULTANT position at HCL Technologies?
Desktop Support Technician will provide end-user technical support and desk-side assistance. The platforms supported are Windows XP, Windows 7, Microsoft Office, Dell Computers, Networked Printers, Blackberries and other mobile devices. He will be responsible for receiving inquiries and issues from users and using your expertise to determine the root cause of incidents. He will install, configure, troubleshoot, diagnose and resolve issues with PC s, laptops, network connectivity, printers and peripheral.
Other responsibilities of the PC Technician role include: Antivirus Installation, Configuration and troubleshooting any issues. Interfacing directly with internal customers with a professional and positive demeanor Updating ticketing system to reflect work in progress or completed Handling printer deployments and resolving break/fix issues Managing PC relocation per Move/Add/Change requests Installing and upgrading hardware and software Supporting Blackberry/air card/wireless devices Setting up and supporting VPN accounts Submitting orders for parts On-Call support during weekend
(1.) To maintain high login Efficiency (Availability) for customers.
(2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
(3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
(4.) Work on value adding activities such Knowledge base update and self development.
(5.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
(6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
Other responsibilities of the PC Technician role include: Antivirus Installation, Configuration and troubleshooting any issues. Interfacing directly with internal customers with a professional and positive demeanor Updating ticketing system to reflect work in progress or completed Handling printer deployments and resolving break/fix issues Managing PC relocation per Move/Add/Change requests Installing and upgrading hardware and software Supporting Blackberry/air card/wireless devices Setting up and supporting VPN accounts Submitting orders for parts On-Call support during weekend
(1.) To maintain high login Efficiency (Availability) for customers.
(2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
(3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
(4.) Work on value adding activities such Knowledge base update and self development.
(5.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
(6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
