Job description:

Experienced in Desktop Laptop, troubleshooting.Experienced in installation, configuration and OS troubleshooting Experienced in Asset Management Should have experience in application support Knowledge on iPhone configuration Should have exposure to basic network troubleshooting Exposure and understanding of ticketing tool Understanding of ticketing process incident/service requests Understanding of SLA and meeting targets Understanding of Service desk process of logging tickets and allocation Understanding of Asset/inventory record process, System & Peripherals movements etc Understanding to coordinate with vendors/principles Understanding of client management, user response (email/verbal) Managing SLAs for its respective sites.Hands-on experience on ticketing application.Knowledge of Hardware asset management.Working on incidents and requests, troubleshooting hardware and software issue.Experience to Installation and configure operating systems, applications and software/driver updates.Experience on remote assistance in PC set up, upgrades, troubleshooting.Hands-on experience on Microsoft excel.Preparing/updating reports for the tickets processed, Inventory report, keeping a track of assets/Stocks movement across sites. Keeping required documents handy and updated.Escorting third party engineers at site.Smart hand request/Hands and feet support for network/printer/firewall activities etc.Packing and unboxing laptops.Quality Assurance Testing of laptopsMove equipment between Hub/tech Hub, Goods in and Loading BayDisposing equipmentLiaising with site facilities for maintenance of the Hub/tech Hub areaMonthly/weekly Inventory auditPlacing Hardware/accessories orders and managing Threshold stockHandling Customer service supportDeskside Support callsReceiving equipment from clients and updating stockroom.Managing stockroom.Should have worked in Manufacturing & Production line support from IT PerspectiveSoft Skills Excellent communication and conversation skills Should have a great customer handling skills. Able to handle unforeseen situations Can drive HCL s value and its methodology Other Skills / Experience Ability to work flexible hours from time to time to cover for other URGENT issues which may occur at the site. Language requirement Should be fluent in English (Read, Write & Speak)

• 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 & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases