What are the responsibilities and job description for the Desktop Support position at HCL America Inc.?
HCL Technologies Limited
Job Summary
The Deskside Support Technician will provide comprehensive technical support for the client s campus based personnel. With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.
Key Responsibilities
Provide comprehensive technical support services to the Client s onsite personnel, customers and service providers.
Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
Replicate and resolve customer incidents in the software & hardware environment.
Maintain incident management system with up to date information on ticket progress
Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA s.
Follow established Asset Management processes
Provide setup and support services for conference rooms.
Provisioning and deployment of internal VoIP telephones
Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer. Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness and timeliness.
Effectively communicate with Deskside Management Team in regards to asset management, break/fix or Service Desk related processes (build a proactive environment)
Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
Carries out responsibilities in accordance with the organization s policies, procedures, and state, federal and local laws
Ensures compliance with all company policies and procedures, including safety rules and regulations
Liaise as necessary interdepartmentally to seek resolutions to all reported issues
Assess reported issues and as necessary work directly with Client s service providers for escalation and timely issue resolution.
Perform customer support related tasks and special projects as assigned by management.
Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
Must be able to lift desktops, laptops, monitors, printers and other IT related equipment
Skill Requirements
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Excellent communication and customer service skills. Dedication to customer service.
Excellent teamwork skills
Excellent desktop support technical skills
Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar) Ability to perform root cause analysis and determine appropriate course of action based on result
Other Requirements
1. Itil Foundation Certification (Optional But Valuable).
2. Certification In Asset Management (Optional But Valuable)
Job Summary
The Deskside Support Technician will provide comprehensive technical support for the client s campus based personnel. With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket. Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.
Key Responsibilities
Provide comprehensive technical support services to the Client s onsite personnel, customers and service providers.
Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
Replicate and resolve customer incidents in the software & hardware environment.
Maintain incident management system with up to date information on ticket progress
Self-monitoring of tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA s.
Follow established Asset Management processes
Provide setup and support services for conference rooms.
Provisioning and deployment of internal VoIP telephones
Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer. Documenting customer interactions within the tickets to be inclusive of accuracy, thoroughness and timeliness.
Effectively communicate with Deskside Management Team in regards to asset management, break/fix or Service Desk related processes (build a proactive environment)
Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
Carries out responsibilities in accordance with the organization s policies, procedures, and state, federal and local laws
Ensures compliance with all company policies and procedures, including safety rules and regulations
Liaise as necessary interdepartmentally to seek resolutions to all reported issues
Assess reported issues and as necessary work directly with Client s service providers for escalation and timely issue resolution.
Perform customer support related tasks and special projects as assigned by management.
Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
Must be able to lift desktops, laptops, monitors, printers and other IT related equipment
Skill Requirements
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Excellent communication and customer service skills. Dedication to customer service.
Excellent teamwork skills
Excellent desktop support technical skills
Experience in supporting and troubleshooting Microsoft Office 365, Windows Operating Systems, VPN client software (Citrix), Remote Desktop tools (Bomgar) Ability to perform root cause analysis and determine appropriate course of action based on result
Other Requirements
1. Itil Foundation Certification (Optional But Valuable).
2. Certification In Asset Management (Optional But Valuable)