Desktop Support
TechDigital Group
Domain/Subdomain: DWP/FSO
Job Description
Roles & Responsibilities:
- Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems and O365/M365 applications.
- Troubleshooting Unified communication tools such as Teams, Zoom video call related issues.
- Familiar with collaboration tools, meeting room equipment and meeting room checks.
- Exposure to Windows 10 and 11 migration, user profiles management, data backups.
- Troubleshooting Windows Profile, printers, shared drives related issues.
- Troubleshooting network connectivity issues.
- Deploying standard image on desktops and laptops using Endpoint manager/Intune.
- Providing 1st line technical support; answering support queries via phone and email.
- Maintaining a high degree of customer service for all support queries and adhering to all service management principles.
- Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager/Intune, M365 etc. would be preferred.
Technical Proficiencies:
- Taking ownership of user problems and being pro-active when dealing with user issues.
- Logging all calls on the call logging system.
- Ensuring incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.
- Responding to inquiries from clients and helping them resolve any hardware or software problems.
- Escalating more complex calls to the relevant IT Support member.
- Notifying relevant staff to arrange for external technical support where problems cannot be resolved in house.
- Pre-building PCs.
- Good experience in deskside support.
Required Skills and Experience:
- Associate Degree in Computer Science or related field.
- Exhibit HCL Technologies Guiding Principles.
- Professional demeanor.
- Excellent communication skills.
Additional Responsibilities:
- Providing support for on-call escalations and doing root cause analysis of given issues.
- Independently resolving tickets within agreed SLA of ticket volume and time.
- Adhering to quality standards, regulatory requirements and company policies.
- Working on value-adding activities such as Knowledge base update & management, training freshers, coaching analysts.
- Ensuring positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Vacancy posted 4 days ago
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