Jobbeschreibung:

About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

SrAdmin-GlobalAccountMgmt,WindowsPC

Job Summary
The Senior Administrator in Support and Operations is pivotal in delivering advanced technical support and ensuring optimal operational efficiency. This role focuses on troubleshooting complex issues, conducting root cause analyses, and driving initiatives that enhance customer satisfaction and security compliance. The Senior Administrator plays a crucial role in maintaining high-quality service standards while fostering a collaborative environment.

• Key Responsibilities
  1. Provide Advanced Technical Support By Leveraging Global Account Management And Windows Pc Expertise To Troubleshoot And Resolve Complex Incidents, Ensuring Timely Solutions And Adherence To Quality Standards.
  2. Conduct Thorough Root Cause Analyses For Escalated Incidents, Implementing Effective Solutions To Address Underlying Technical And Security Issues.
  3. Drive Value-Added Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices.
  4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And A Robust Security Posture.
  5. Enhance Customer Experience And Maintain High Csat Scores Through First Call Resolution, Minimizing Case Rejections And Reopens, While Proactively Mitigating Security Threats.
  
  Skill Requirements
  1. Advanced Proficiency In Global Account Management And Windows Pc Support
  2. Strong Understanding Of Access Management Services And Security Protocols
  3. Excellent Problem-Solving Skills With The Ability To Analyze Complex Technical Issues
  4. Strong Communication And Interpersonal Skills To Facilitate Training And Collaboration
  
  Certification
  1. Itil Foundation Certification (Optional But Valuable)
  2. Microsoft Certified: Azure Fundamentals (Optional But Valuable)