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Consultant
Job Description
Consultant
Job Summary
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Location: Michigan
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Project role: Consultant
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Qualification: B-Tech
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Experience: 4.5-8 Years
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Skills: Desk Side Services
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No. of positions: 1
Job description:
As a member of the Field Service Operations team, the candidate will provide high quality support, technical expertise, and timeliness. This position requires Manager to track team progress by creating plans and strategies while following through to ensure they have implemented agreed-upon tips and tools. Their responsibilities encompass coordinating field operations, training teams, managing inventory, and ensuring excellent customer service. The candidate will also provide hands and eyes support to other IT teams including Audio Visual, Network, and Servers
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
- To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
- To provide support for on call escalations orL3 level support and doing incident and problem management
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
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@hcltech.com for investigation.