Job description:

Job requirementsAs the main interface to the customer, this position in the organisation includes: Performs timely resolution of workstations, mobile, hardware and software problems within SLAs (Service level Agreement) through effective use of experience, knowledge, and technical resources through a ticketing system. Deep knowledge of ServiceNow would be a real advantage. Ownership, leadership, communication, and liaison with key contacts in other resolver groups to ensure right action is taken to resolve any issues/tasks he/she will be responsible for. Follow-up all processes for use of IT systems, document all actions and activities performed on IT equipment. Autonomous, self-motivated, and able to act with limited support and supervision (On-Call services) Conforms to international key IT processes such as support, change and asset management (ITIL ) Working on customer site, be flexible for travelling to other sites on demand. The key responsibility is to provide customer facing end-user support within a team that includes: Break-fix and support in Microsoft environment for laptop, desktop, tablets and associated hardware, software & peripherals including operating System, base loaded software, Office suite and other business application as well as Mobility devices (Android/iOS - iPhone/iPads) Imaging/Re-imaging end user IT devices according to client IT security policies and procedures IT infrastructure equipment support including large scale office moves, re-stack activities, that includes printers and MFDs (Multi-Function Displays). Provide smart hands and eyes support for servers, network equipment, and security devices on site locations, as per client or HCL policies and procedures including access related issues with smart card, password, and security applications (Home Office users) Coordinate with vendors / Contractors for provision of end-user support (e.g., Hardware repair, replacement, intervention ) Provide accurate and timely logging of customer incidents and tasks to meet contractual SLAs (Service Level Agreement). Support and/or participate in outside of support HCL and/or client projects as requested. Manage CMDB (Configuration Management Database) assignation, configuration, retirement and disposal records, provide proper maintenance of asset information, utilization of devices, replacement according to customer lifecycle, asset health and operational constraints Provide IT support for on-site and/or off-site events and meetings Provide On-call support outside business hours, provide IT support for disaster recovery and emergency response service. Provide reports as requested by HCL and/or final customer Implement best practices to resolve issues, follow guidelines provided (Knowledge Base), document and improve existing guidelines, propose new ones. Manage and inventory LAN cabling / racking, coordinate port activations and deactivations, escalate to customer if required.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases