Job description:

Job Requirement

1. Accurately able to test, identify, repair, resolve document end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, Tablets, Corporate Mobile (iOS & Android), as well as LAN cable drops, BYOD, I.P. Phones, Audio & Video conference devices.
2. 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.
3. Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
4. VIP Support
5. SPOC for business leaders & HCL Functional Teams
6. IMACD function including installation and decommission of End User Equipment
7. Backing up and restoring user data, settings and associated systems administration activities
8. Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts
9. Assist on Incident and Problem management activities
10. Taking ownership of issues through to resolution on all appropriate requests
11. Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
12. Recommends and/or performs upgrades on systems to ensure longevity
13. Be available for On-call support on need basis & as business demands
14. Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
15. Prior working experience in IT Support Concierge / Walk-up model will be highly advantageous For Tech Hub locations
16. Prior working experience in Manufacturing Plant particularly with hands on experience in supporting Production Shopfloors PCs, handhelds such as barcode scanners, label printers & RF Guns etc. will be highly advantageous - for Manufacturing plants
17. Highly motivated & Customer Service Oriented. Able to handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues to provide an enhanced customers experience.

Responsibilities

1. Perform routine health check of MDF, Conference rooms including Video conference systems etc.
2. Provide Smart Hands & Feet support for IT Infrastructure equipment such as network and server equipment, including racking & stacking etc. on need basis
3. Asset Inventory Management including spare parts. Working experience & knowledge on CMDB/Service Now is advantageous
4. Facilitates IT Procurement Team to purchase/receive hardware and software
5. Support offsite events such as planning, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labour and incidental travel expenses shall be funded by HCL (e.g. meals, travel, and lodging) in accordance with the Agreement

• 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