-
›
- Careers ›
- Careers in America ›
-
Administrator
Job Description
Administrator
Job Summary
-
Location: North Carolina
-
Project role: Administrator
-
Qualification: B-Tech
-
Experience: 2.5-5 Years
-
Skills: SERVICE DESK
-
No. of positions: 1
Job description:
SD Lead /L3
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.
Total: 3-4 yrs. of University education post High school
5-8 Years of experience in a similar capacity.
To manage the Service Desk team dealing with end user enquiries and incidents for an Information Technology sector. To manage the performance of Level 1 services & support to clients and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded.
Role specific responsibilities:
Primary responsibility is managing First line technical service desk to respond to end user incidents and queries via email and phone
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.
Phone support experience necessary.
ITIL knowledge of V2 or V3. Especially on Service Desk, Incident, Problem, and Change Management
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
Worked on ITSM ticketing tools such as Service Now
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (e.g. Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
Other Skills/Experiences
Call monitoring through internal monitoring systems etc.
Maintain ongoing communication of incident updates to client provided by 2nd and 3rd line support teams.
Maintain the ticket dashboards, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.
Contribute to improving service by actively responding to user queries and handling escalations.
Develop daily, weekly and monthly reports on help desk team s productivity.
Ensuring customer service is timely and accurate on a daily basis.
Training and supporting help desk representatives and technicians.
Communicating clearly and effectively with internal colleagues being supported, owning issues through to satisfactory resolution and closure.
Attend and participate in daily stand ups, Change Advisory Board meetings.
Monitor call handling & closure by Service Desk team and Ensure all queries should be resolved as per defined TAT.
Annalise repeated calls, develop RCA & find our preventative solutions. Analysis CSAT ratings provided for resolved tickets, take corrective & preventive action.
- 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
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.