Associate - Chennai, Tamil Nadu, India - HCL Technologies

HCL Technologies

Verified Company

Chennai, Tamil Nadu, India

1 day ago

Posted by:

Deepika Kaur

beBee Recuiter

Associate:

Years

Job Description (Posting).

Stream : SERVICE DESK Type of position: Service Desk
L2 Agent\\ Shift Lead
Title Specialist
Level of SD Admin N/A
General Description
Responsibilities:
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,

- and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

Perform user account management activities
Escalate complex problem to appropriate support specialists
Responsible for activities relating to the evaluation, analysis, and setup of PCbased software products (e.g., word processors, spreadsheets,

- presentation graphics, database management systems, electronic mail, and communications)

Troubleshoot client software and basic network connectivity problems
Identify, evaluate and prioritize customer problems and complaints
May train users and operators on a limited basis and/or may write training procedures
Participate in ongoing training and departmental development
Routine maintenance updates with other IT staff and business units
Provide all required documentation including standards, configurations and diagrams
Provide knowledge transfer of EUC operations
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 Coordinators:
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 l

Qualification