HCL Technologies
Costa Rica, USA
hace 3 días

SR Number

HCLI / HCLI / 2020 / 1268819

Job Description (Posting).

Desktop Support Specialist L2

Designation : Sr. Analyst / Specialist

Band : E2

Experience : 4-8 Years

Job Description role

To provide and ensure the effective and efficient operation of the Desktop environment including Desktop PC’s, Laptops and Printers.

This job role requires traveling within Nottingham. Travel throughout the UK and Europe to address project specific needs may be required.

Required Skills

  • Ability to configure and deploy desktop environments in accordance with the agreed standard configuration to authorized users.
  • Experience in Apple products : Mac OS X.
  • Experience in Microsoft Windows 7, Windows 10 and desktop related applications with basic understanding on Networking protocols and troubleshooting.
  • Should have knowledge on basic Active directory roles and functions.
  • Ability to troubleshoot network printers
  • Ability to Install or remove hardware and / or software using supplied installation instructions and tools.
  • Capable of conducting tests of the hardware and / or software affected using supplier test procedures and diagnostic tools.
  • Correct malfunctions. Document results in accordance with agreed procedures.

  • Manage the repair of desktop equipment through the effective management of third party suppliers.
  • Knowledge of working on an ITSM tool - Remedy / Service Now
  • Windows 7 / Windows 10 certification
  • Dell certification (Desirable)
  • Comptia A+ certification
  • Aware of security best practices in workplace environment.
  • Ability to diligently deal with high profile users with excellent verbal and written communication skills.
  • 1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.

    To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.

    To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

    Skill (Primary)

    BPS-Onsite Support Services-Desk Side Services

    Business Line FT

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