Administrator with DWP-FSS-Desk Side Services in Georgia | HCLTech
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Job Description

Administrator

Job Summary

  • Location: Georgia

  • Project role: Administrator

  • Qualification: B-Tech

  • Experience: 2.5-5 Years

  • Skills: Desk Side Services

  • No. of positions: 1

Job description:

Deskside Services Job Description


Provide onsite or depot support or dispatch support specialists as necessary to provide end users with operational and technical support and to meet Service Levels.
Coordinate activities with the Service Desk and provide Level 2 and Level 3 Support to the Service Desk and/or end users as necessary.
Dispatch and monitor break/fix repairs;
Perform approved Install, Move, Add, Change and Delete (IMACD) Services for end user desktops/laptops
Resolve Incidents and Problems associated with EUC desktops/laptops and provide break/fix support, advice and assistance to end users. Supplier shall be ultimately responsible for resolving and/or coordinating with OEMs or Third Parties for all Incidents and Problems associated with failure or degradation of Services related to EUC desktops/laptops.
Coordinate efforts with Third-Party Vendors providing service and maintenance as necessary to keep EUC desktops/laptops in good working order.
Perform proactive and reactive troubleshooting to effectively identify potential Incidents or Problems, and commercially reasonable efforts to prevent them before they occur.
Identify the scope of an Incident or a Problem and remedy the Incident or Problem, by providing operational and technical assistance, as necessary.
Replace desktops/laptops to conduct a repair, copy data, perform backups, perform restorations. The Break/Fix process for Equipment shall leave the end-user with the same information/Configuration/Software that they had prior to the event as technically feasible.
Assist end users with support to enable the correct use of desktops/laptops, as well as access to and use of related technologies and Services.

  • 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@hcltech.com for investigation.

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