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Administrator
Job Description
Administrator
Job Summary
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Location: Skovde
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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: IT Process Engineering
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No. of positions: 1
Job description:
ServiceDesk Technician Daytime\\r\\n\\r\\nThe job as a first line technician at ServiceDesk is a very varied position, as we are supporting the entire IT environment for our customer. You will act as the first point of contact for the end users when they have issues with their IT environment. It can be anything from the regular Microsoft 365 applications to other business critical applications. It is important that you have good listening skills and are comfortable handling people with different states of mind. The roles requeirs you to have good technical knowledge before you take on the position, but you will receive training for the customer specific applications and tools. After your training period is over, you will be assessed before you are considered ready for independent work.\\r\\nThis role is specific to only working during daytime, this means your shift will start sometime in the morning and end in the afternoon. (The specific times you will work will be assigned based on the scheduling needs). The position is for 100% workload.\\r\\nRole owner requirements and specifications: \\r\\no Minimum 6 months of experience of supporting Windows (win 10, win 11). \\r\\no Minimum 6 months of experience of customer service/support by phone. \\r\\no Experience of ITSM-tool. \\r\\no Be fluent in Swedish and English, spoken and written. \\r\\no Have a positive attitude \\r\\no Have a responsible personality \\r\\no Have a sense of responsibility \\r\\no Be service minded \\r\\no Be a Team player\\r\\n\\r\\nMeritorious knowledge: \\r\\no Experience of user account management \\r\\no Network knowledge \\r\\no VPN knowledge \\r\\no Account management/permission management (Active Directory) \\r\\no Settings and folder management in Outlook \\r\\no Experience of IDM tools.
- 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