Job Description
Administrator
Job Summary
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Location: Sofia
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Project role: Administrator
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Qualification: B-Tech
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Experience: 2.5-5 Years
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Skills: SERVICE DESK
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No. of positions: 1
Job description:
IT Analyst (1st line technical support)Role, responsibilities, and skill sets: Provide hardware / software / network problem diagnosis / resolution via telephone for customer s end users. Resolve or Route incidents and requests to appropriate teams Coordinate and manage relationships with vendors and support staff that 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 circumventions. Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems. Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments. Willing to participate in on the job and commercial training designed to enhance skills and support capabilities. Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus) Willing to work in different shifts and national holidays as required by Operations.Technical Requirements: Windows Operating systems Clients: Windows8, Windows7, Windows 10 Servers: Windows 2008, Windows 2003, Windows 2000 Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance Knowledge of Lync and OCS MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook Internet browsers (e.g. Explorer, Chrome, Firefox) Anti-virus and firewall software PC Hardware knowledgeo Desktopo Laptopo Peripheral devices (printers, scanners) Mobile devices and OS (iOS/Android/Windows) PC Hardware knowledgeEligibility Criteria Fluent in Respective language (B2 level and above)
- 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 and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Why Join Us:
At HCL Technologies, we promise many varied opportunities for you to learn, along with the potential to do innovative, interesting work, and to fast track your career. You will have access to the Global clients and team from some of the most experienced leaders in the tech industry who will enable you to get on the fast track to a rewarding tech career. HCL Technologies offers the leadership, flexibility, and people-friendly work culture to enrich the life of an employee and of those around them - to find greater stability, purpose, and growth both personally and professionally.
We encourage our people to try things differently, provide them with the freedom to explore, opportunities to grown, and experiment while offering intensive training and on-the-job coaching opportunities. Our people take pride in their enthusiasm and commitment to go beyond. And we celebrate this collective pride. Below are few of the benefits and perks:
- Global careers and mobility
- A flexible (remote) working environment with work-life balance
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks – Engagement Champion to name a few