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Administrator
Job Description
Administrator
Job Summary
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Location: Oklahoma
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Project role: Administrator
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Qualification: B.E, B-Tech
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Experience: 2.5-5 Years
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Skills: Desk Side Services
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No. of positions: 1
Job description:
L2 Desk side support:
JD:
Dealing with hardware and application support queries and issues reported to the
support desk and escalated to the Desktop Support Engineers
Use diagnostic tools to troubleshoot problems associated with network
connectivity, and workstation hardware/software
Take ownership and responsibility of queries, issues and problems assigned to
the Desktop Support Engineers
Escalate issues and involve experts wherever required in order to resolve issues
as quickly as possible.
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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@hcl.com for investigation.