What are the responsibilities and job description for the Technical Specialist position at HCL Technologies?
Responsibilities :-
Provide technical expertise to the help desk team
Act as technical liaison between help desk and IM support groups
Maintain technical skill continuity and consistency of help desk staff
Ensure continuous improvement of services provided by the help desk
Provide telephone support to customer end users
Provide Problem Management System support activities
Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
Includes preparation of help desk staff to support new technology
Maintain skills inventory of help desk analysts and Work Request Co-ordinators:
Evaluate technical skills
Develop and maintain Training Plan
Liaison between help desk and other groups on technical support issues:
Proactively work with other groups on normal process support issues
Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or
other exceptions from the normal process
Update, organise,create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts,
Notification Escalation list, help desk weekly schedule, support documentation, etc.
Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
Develop processes to streamline the daily functioning of the help desk including:
Work distribution
Monitoring phone queue and email box
Vendor management and follow-up
User follow-up
Closing tickets
Maintaining front end message
Work closely with help desk manager to implement technical action items related to the help desk
Assist help desk manager in analysing help desk group and individual statistics:
Ensure implementation of BOP (Best Operating Practices) in the help desk
Establish communication link with other zones relative to technical and support environment
Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a
new process or change in process.
Manage small help desk related projects.
Backup help desk Manager when help desk Manager is out.
Documentation of help desk processes
Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
Route problems to internal IM support staff
Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
Administer and provide User Access and Exit controls
. Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention'
Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management
Technical Requirements
Phone support experience necessary.
Technical helpdesk or technical call center experience is necessary. Prior experience in Hospital su
Provide technical expertise to the help desk team
Act as technical liaison between help desk and IM support groups
Maintain technical skill continuity and consistency of help desk staff
Ensure continuous improvement of services provided by the help desk
Provide telephone support to customer end users
Provide Problem Management System support activities
Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
Includes preparation of help desk staff to support new technology
Maintain skills inventory of help desk analysts and Work Request Co-ordinators:
Evaluate technical skills
Develop and maintain Training Plan
Liaison between help desk and other groups on technical support issues:
Proactively work with other groups on normal process support issues
Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or
other exceptions from the normal process
Update, organise,create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts,
Notification Escalation list, help desk weekly schedule, support documentation, etc.
Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.
Develop processes to streamline the daily functioning of the help desk including:
Work distribution
Monitoring phone queue and email box
Vendor management and follow-up
User follow-up
Closing tickets
Maintaining front end message
Work closely with help desk manager to implement technical action items related to the help desk
Assist help desk manager in analysing help desk group and individual statistics:
Ensure implementation of BOP (Best Operating Practices) in the help desk
Establish communication link with other zones relative to technical and support environment
Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a
new process or change in process.
Manage small help desk related projects.
Backup help desk Manager when help desk Manager is out.
Documentation of help desk processes
Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
Route problems to internal IM support staff
Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
Administer and provide User Access and Exit controls
. Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention'
Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management
Technical Requirements
Phone support experience necessary.
Technical helpdesk or technical call center experience is necessary. Prior experience in Hospital su
