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Administrator
Job Description
Administrator
Job Summary
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Location: Indiana
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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: Desk Side Services
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No. of positions: 1
Job description:
Job Title: Remote Desktop Support analyst
Reporting to: Remote Desktop Support Lead
Minimum Experience 1-3 Years of Service desk / Remote Desktop support
As a member of the Remote Desktop Support team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users and peers. The candidate will support the end user remotely. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the team. The candidate will also provide dispatch support to onsite technician.
Job Description
As a Remote Desktop Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
Provide remote support over the phone or chat to customer that includes:
Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
Perform software updates, Configuration changes, or Software installations.
Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service
level agreement.
Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Coordinate with Level 3 support groups and project teams for service delivery enhancements,
maintenance and upgrades.
Hands on experience on Windows/MS Office Troubleshooting.
Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
Install software for and troubleshoot a wide range of applications.
Conduct remote troubleshooting, Guide users with simple, step-by-step instructions.
Understanding of SharePoint/Active Directory/Citrix-VDI/SCCM/App Packaging/Print Services technologies.
Desired Qualifications:
BS/BA/BE in Computer Science, Information systems, or an equivalent combination of
education or
Experience:
One to three years of experience in service delivery and End user hardware and software
Configuration troubleshooting.
Experience with various desktop systems, operating systems, and diverse technical
environments.
Excellent customer service orientation and verbal communication skills.
Should be comfortable with night shifts.
Good Experience of Incident Management/ITIL Process.
- 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.