SENIOR ANALYST
Job Posting for SENIOR ANALYST at HCL Technologies
Responsibilities for Desktop Support Specialist
Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
Act as the initial point of contact for all computer and system related concerns from clients or other employees
Assist management in creating training materials pertaining to computer troubleshooting and usage
Organize and file documentation pertaining to warranties and instructional guides for computer hardware
Maintain a working log detailed all required system updates, as well as the date of completion
Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
Resolve technical issues related to network interruptions
Install and configure computer systems and applications within the company
Technical knowledge
Windows & Mac operating system knowledge
Advantage if Linux is there. Not mandatory
Good knowledge on rebuilding Mac and Windows
Good knowledge about basic windows and Mac Troubleshooting
Able to troubleshoot audio video devices
Should have knowledge in hosting virtual meetings
(1.) To maintain high login Efficiency (Availability) for customers. (2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.) Work on value adding activities such Knowledge base update and self development. (5.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
Act as the initial point of contact for all computer and system related concerns from clients or other employees
Assist management in creating training materials pertaining to computer troubleshooting and usage
Organize and file documentation pertaining to warranties and instructional guides for computer hardware
Maintain a working log detailed all required system updates, as well as the date of completion
Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
Resolve technical issues related to network interruptions
Install and configure computer systems and applications within the company
Technical knowledge
Windows & Mac operating system knowledge
Advantage if Linux is there. Not mandatory
Good knowledge on rebuilding Mac and Windows
Good knowledge about basic windows and Mac Troubleshooting
Able to troubleshoot audio video devices
Should have knowledge in hosting virtual meetings
(1.) To maintain high login Efficiency (Availability) for customers. (2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.) Work on value adding activities such Knowledge base update and self development. (5.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.
Salary.com Estimation for SENIOR ANALYST in Canada, KY
$85,358 to $113,494
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