HCL Technologies
BUSINESS ANALYST
HCL Technologies, Cary, North Carolina, United States, 27518
Job Description (Posting).
Position TitleJob DescriptionService desk
1-3 years experience Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end usersRoute problems to internal 2nd and 3rd level IT support staff.Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.Administer and provide User account provisioning.Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPsPerform user account management activitiesShould have hands on experience windows based client operating systems like windows 7, vista, XPKnowledge on server, Network, storage and other IT Infrastructure devicesKnowledge of Active directory, exchangeKnowledge in ITSM tools like service now, Remedy and etc.In depth Knowledge on MS office suitKnowledge on Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc.Support knowledge on laptop, desktop, printers PDA, blackberryEscalate complex problem to appropriate support specialistsResponsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)Troubleshoot client software and basic network connectivity problemsIdentify, evaluate and prioritize customer problems and complaintsMay train users and operators on a limited basis and/or may write training proceduresParticipate in on-going training and departmental developmentRoutine maintenance updates with other IT staff and business unitsProvide all required documentation including standards, configurations and diagramsProvide knowledge transfer of EUC operationsShould have strong verbal / written communication.Should have very good knowledge in English and at least one regional Language(German, Italian, Spanish, Russian, Mandarin, JapaneseExcellent interpersonal skills with the ability to influence both I.T. and the business
RoleIncident managementProviding, Phone, email and chat support to end usersUser access managementDocumenting the issue, resolution and maintaining the KnowledgebaseCreating and maintaining the knowledgebase about the issues that they are handling.Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriateUse the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.Vendor ManagementSupport and document Installations, moves, adds, and changes (IMACs)Metrics and reportingShould be able to work in an on-site/off-shore model ensuring seamless communication with the offshore team to achieve service LevelsAble to work well with little direction and in a team atmosphereAbility to triage effectively under pressure
(1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To
Position TitleJob DescriptionService desk
1-3 years experience Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end usersRoute problems to internal 2nd and 3rd level IT support staff.Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.Administer and provide User account provisioning.Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPsPerform user account management activitiesShould have hands on experience windows based client operating systems like windows 7, vista, XPKnowledge on server, Network, storage and other IT Infrastructure devicesKnowledge of Active directory, exchangeKnowledge in ITSM tools like service now, Remedy and etc.In depth Knowledge on MS office suitKnowledge on Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc.Support knowledge on laptop, desktop, printers PDA, blackberryEscalate complex problem to appropriate support specialistsResponsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)Troubleshoot client software and basic network connectivity problemsIdentify, evaluate and prioritize customer problems and complaintsMay train users and operators on a limited basis and/or may write training proceduresParticipate in on-going training and departmental developmentRoutine maintenance updates with other IT staff and business unitsProvide all required documentation including standards, configurations and diagramsProvide knowledge transfer of EUC operationsShould have strong verbal / written communication.Should have very good knowledge in English and at least one regional Language(German, Italian, Spanish, Russian, Mandarin, JapaneseExcellent interpersonal skills with the ability to influence both I.T. and the business
RoleIncident managementProviding, Phone, email and chat support to end usersUser access managementDocumenting the issue, resolution and maintaining the KnowledgebaseCreating and maintaining the knowledgebase about the issues that they are handling.Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriateUse the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.Vendor ManagementSupport and document Installations, moves, adds, and changes (IMACs)Metrics and reportingShould be able to work in an on-site/off-shore model ensuring seamless communication with the offshore team to achieve service LevelsAble to work well with little direction and in a team atmosphereAbility to triage effectively under pressure
(1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To