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Analyst- dwp
Job Description
Analyst- dwp
Job Summary
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Location: Nebraska
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Project role: Analyst- dwp
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Qualification: B-Tech
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Experience: 0-2.5 Years
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Skills: SERVICE DESK
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No. of positions: 1
Job description:
Division/Department EUC SBU
Location List PRF #
Job Title HELPDESK
Reports to Language
:
Stream : SERVICE DESK Type of position:
Title
Level of SD Admin
General Description
Responsibilities :-
To manage the help desk staff to ensure consistent and high quality service to the customer's End users inline with all SLA s and KPI s.
To maintain an effective and efficient help desk tightly linked with customer business objectives.
Ensure continuous improvement of services provided to customer end users.
Provide Problem Management System support activities
Act as technical liaison between help desk, customer business groups, and IM support groups
Maintain technical skill continuity and consistency of help desk staff
Develop improvement programmes based on the results of customer survey and other measures to meet agreed levels.
Ensure operational excellence of the help desk. Implement Global problem Management and Escalation process.
Implement & maintain staffing and scheduling for helpdesk. Ensure that necessary staffing is there to provide adequate coverage and maintain SLA.
Work with Application and Infrastructure Development teams to ensure a smooth transition of new h/w and s/w into support by the help desk
Includes preparation of help desk staff to support new technology
Maintain skills inventory of help desk analysts and Work Request Co-ordinators:
Evaluate technical skills
Develop and maintain Training Plan
Work closely with Team Leads & SDM/GOM to perform RCA and value add analysis and lead problem resolution effort.
Implement complaint handling (management escalation) process for the help desk.
Liaison with the training team on issues of staff preparedness, How Tos , FAQ's , training, etc. for both helpdesk and for the end user community
Should keep knowledge updated by going through documentation periodically,updating documentation whenever new/change in process.
Documentation of help desk processes and manage help desk related projects
Liaison between help desk and other groups on technical support issues:
Proactively work with other groups on normal process support issues
Reactively work with other groups,gather technical information at outages,reduced services,emergencies or other exceptions from normal process
Technical Requirements
Strong Service Orientation
Strong inter-personal skills
Ability to operate effectively in multi-national and multi-cultural business
Disciplined and systematic problem solving skills required
Good analytical and root cause analysis skills
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows XP, Windows 2000, Windows 98
Servers: Windows 2000, Windows 2003
Remote desktop connectivity applications,
MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange,
Internet browsers (e.g. Explorer, Netscape, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry support
Others: Adobe Acrobat and other common desktop applications
Soft Skills
Other Skills / Experience
Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
Ability to learn new information quickly and the willingness to do so at all times.
Customer Focus
Teamwork
Technical Expertise
Interpersonal Effectiveness
Concern for Order and Quality
. Seek solutions to chronic problems
Years of Experience
Certification requirements
Education requirements
Reviewed by Title
Approved by Title
Date Posted
Date Hired
HCL Confidential
- Bachelors / Masters / Equivalent
Relavant : Minimum of 3 years supervisory experience in managing technical help desk/service desk
- Preferred MCP/MSCE/MSCA or HDI SCM or Cisc
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.