What are the responsibilities and job description for the Operations Specialist position at HCL Technologies?
"Proficient in troubleshooting Hardware and OS related issues for desktops/laptops (Window Image)
Provide physical hands and feet support for Network and Data center devices basis guidance received from customer L3 teams
Follow customer approved Incident Management and Service Request procedures to ensure issue resolution within said SLA s
Ensure Customer Satisfaction is managed through every touch point (Incident & Service Request)
Work with customer IT to support physical movement of EUCS devices within a location
Meet defined Service Level Agreements, expected by dates, minimizing and evaluating breached and pended tickets.
Work with customer and maintain an adequate spare parts inventory of hardware and supplies- ensuring Continuous Improvement methodology is used in daily management of par levels, including maintaining a current inventory listing of PC hardware across the environment.
Maintain current inventory and asset management including listing of personal computer hardware, printer s peripherals and software."
(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 & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
Provide physical hands and feet support for Network and Data center devices basis guidance received from customer L3 teams
Follow customer approved Incident Management and Service Request procedures to ensure issue resolution within said SLA s
Ensure Customer Satisfaction is managed through every touch point (Incident & Service Request)
Work with customer IT to support physical movement of EUCS devices within a location
Meet defined Service Level Agreements, expected by dates, minimizing and evaluating breached and pended tickets.
Work with customer and maintain an adequate spare parts inventory of hardware and supplies- ensuring Continuous Improvement methodology is used in daily management of par levels, including maintaining a current inventory listing of PC hardware across the environment.
Maintain current inventory and asset management including listing of personal computer hardware, printer s peripherals and software."
(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 & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
