HCL Technologies
SPECIALIST
HCL Technologies, Tate, Georgia, United States, 30177
Job Description (Posting).
Deskside Services Job Description
Provide onsite or depot support or dispatch support specialists as necessary to provide end users with operational and technical support and to meet Service Levels.Coordinate activities with the Service Desk and provide Level 2 and Level 3 Support to the Service Desk and/or end users as necessary.Dispatch and monitor break/fix repairs;Perform approved Install, Move, Add, Change and Delete (IMACD) Services for end user desktops/laptopsResolve Incidents and Problems associated with EUC desktops/laptops and provide break/fix support, advice and assistance to end users. Supplier shall be ultimately responsible for resolving and/or coordinating with OEMs or Third Parties for all Incidents and Problems associated with failure or degradation of Services related to EUC desktops/laptops.Coordinate efforts with Third-Party Vendors providing service and maintenance as necessary to keep EUC desktops/laptops in good working order.Perform proactive and reactive troubleshooting to effectively identify potential Incidents or Problems, and commercially reasonable efforts to prevent them before they occur.Identify the scope of an Incident or a Problem and remedy the Incident or Problem, by providing operational and technical assistance, as necessary.Replace desktops/laptops to conduct a repair, copy data, perform backups, perform restorations. The Break/Fix process for Equipment shall leave the end-user with the same information/Configuration/Software that they had prior to the event as technically feasible.Assist end users with support to enable the correct use of desktops/laptops, as well as access to and use of related technologies and Services.
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Deskside Services Job Description
Provide onsite or depot support or dispatch support specialists as necessary to provide end users with operational and technical support and to meet Service Levels.Coordinate activities with the Service Desk and provide Level 2 and Level 3 Support to the Service Desk and/or end users as necessary.Dispatch and monitor break/fix repairs;Perform approved Install, Move, Add, Change and Delete (IMACD) Services for end user desktops/laptopsResolve Incidents and Problems associated with EUC desktops/laptops and provide break/fix support, advice and assistance to end users. Supplier shall be ultimately responsible for resolving and/or coordinating with OEMs or Third Parties for all Incidents and Problems associated with failure or degradation of Services related to EUC desktops/laptops.Coordinate efforts with Third-Party Vendors providing service and maintenance as necessary to keep EUC desktops/laptops in good working order.Perform proactive and reactive troubleshooting to effectively identify potential Incidents or Problems, and commercially reasonable efforts to prevent them before they occur.Identify the scope of an Incident or a Problem and remedy the Incident or Problem, by providing operational and technical assistance, as necessary.Replace desktops/laptops to conduct a repair, copy data, perform backups, perform restorations. The Break/Fix process for Equipment shall leave the end-user with the same information/Configuration/Software that they had prior to the event as technically feasible.Assist end users with support to enable the correct use of desktops/laptops, as well as access to and use of related technologies and Services.
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases