HCL Technologies
Deskside Support
HCL Technologies, Phoenix, Arizona, United States, 85003
HCL is hiring candidates for Deskside Support at San Jose, CA
JD:Position: Deskside SupportDuration: FTE – Permanent JobResponsibilities• Supervise desktop support resources maintaining all SLA• Provide telephone, desktop, laptops and remote support, including deployment and replacement of equipment. Act as a technical resource to others to resolve problems, issues and errors.• Prioritize support calls using enterprise ticketing system (Service Now) and manage/resolve tickets with frequent updates, as well as escalating aging tickets, and trends as required.• Running Reports in SNOW• Anticipate customer needs and proactively identifies solutions.• Develop, design, implement and enforce desktop standards and procedures for service desk and remote site technical support.• Coach and develop team members by communicating performance expectations, provide on-going feedback, and ensure training resources and plans are in place to address individual and department needs.• Should have support handling experience in VIP users / executives.• Maintain high customer/end user satisfaction.
Skills Required:• Install hardware and software configurations, troubleshoot and maintain computer systems, hardware and peripherals• Maintain Inventory and adequate break fix equipment pool at each location• Provide technical product training and basic user functionality training when required• Confer and work with other team members and groups in supporting customers.• Troubleshoot client issues on PC, MAC, and Mobile Devices as required• Advanced technical skills in supporting MAC / Linux & Windows Operating system• Provide level I and level II technical support to clients• Provide weekly ticket reviews to ensure that tickets are not open for unnecessarily long periods of time and that all issues have a clear path to resolution• Responsible for maintaining a professional and cordial relationship with clients• Demonstrates expert knowledge of customer’s equipment; process and culture• Maintains a knowledge data base of technical issues affecting clients• Documents, tracks and monitors support tickets to ensure accurate and timely resolution.• Perform and support all adds/moves/changes• Some occasional off hours work may be required as needed• Expertise in Remote tools (ex: Bomgar)• Expertise in Active Directory and Exchange Console Management
Resource Management GroupHCL America Inc.
JD:Position: Deskside SupportDuration: FTE – Permanent JobResponsibilities• Supervise desktop support resources maintaining all SLA• Provide telephone, desktop, laptops and remote support, including deployment and replacement of equipment. Act as a technical resource to others to resolve problems, issues and errors.• Prioritize support calls using enterprise ticketing system (Service Now) and manage/resolve tickets with frequent updates, as well as escalating aging tickets, and trends as required.• Running Reports in SNOW• Anticipate customer needs and proactively identifies solutions.• Develop, design, implement and enforce desktop standards and procedures for service desk and remote site technical support.• Coach and develop team members by communicating performance expectations, provide on-going feedback, and ensure training resources and plans are in place to address individual and department needs.• Should have support handling experience in VIP users / executives.• Maintain high customer/end user satisfaction.
Skills Required:• Install hardware and software configurations, troubleshoot and maintain computer systems, hardware and peripherals• Maintain Inventory and adequate break fix equipment pool at each location• Provide technical product training and basic user functionality training when required• Confer and work with other team members and groups in supporting customers.• Troubleshoot client issues on PC, MAC, and Mobile Devices as required• Advanced technical skills in supporting MAC / Linux & Windows Operating system• Provide level I and level II technical support to clients• Provide weekly ticket reviews to ensure that tickets are not open for unnecessarily long periods of time and that all issues have a clear path to resolution• Responsible for maintaining a professional and cordial relationship with clients• Demonstrates expert knowledge of customer’s equipment; process and culture• Maintains a knowledge data base of technical issues affecting clients• Documents, tracks and monitors support tickets to ensure accurate and timely resolution.• Perform and support all adds/moves/changes• Some occasional off hours work may be required as needed• Expertise in Remote tools (ex: Bomgar)• Expertise in Active Directory and Exchange Console Management
Resource Management GroupHCL America Inc.