Deskside support

HCL is hiring candidates for Deskside Support at San Jose, CAJD : Position : Deskside Support Duration : FTE Permanent JobResponsibilities

• Supervise desktop support resources maintaining all SLA
• Provide telephone, desktop, laptops and remote support, including deployment and replacement of equipment. Act as a technical resource to others to resolve problems, issues and errors.
• Prioritize support calls using enterprise ticketing system (Service Now) and manage / resolve tickets with frequent updates, as well as escalating aging tickets, and trends as required.
• Anticipate customer needs and proactively identifies solutions.
• Coach and develop team members by communicating performance expectations, provide on-going feedback, and ensure training resources and plans are in place to address individual and department needs.Skills Required :
• Install hardware and software configurations, troubleshoot and maintain computer systems, hardware and peripherals
• Maintain Inventory and adequate break fix equipment pool at each location
• Confer and work with other team members and groups in supporting customers.
• Troubleshoot client issues on PC, MAC, and Mobile Devices as required
• Advanced technical skills in supporting MAC / Linux & Windows Operating system
• Provide level I and level II technical support to clients
• Provide weekly ticket reviews to ensure that tickets are not open for unnecessarily long periods of time and that all issues have a clear path to resolution
• Responsible for maintaining a professional and cordial relationship with clients
• Demonstrates expert knowledge of customer’s equipment; process and culture
• Maintains a knowledge data base of technical issues affecting clients
• Documents, tracks and monitors support tickets to ensure accurate and timely resolution.

Last updated : 2024-10-02