What are the responsibilities and job description for the ASSOCIATE CONSULTANT position at HCLTech?
Job Description : 1 Enterprise supportScope of Work Provide mobile concession device support to employees and contractors for incident resolution during U.
S. domestic business hours. Provide support for testing android and iOS devices Provide support for Mobile VPN Provide support for Mobile Threat Management Provide support for Lines of Business Mobile Devices 2.
Mobile VPNTasks Troubleshoot Workspace One administrative and Intelligent Hub related issues related to VMWare Tunnel and / or Secure Access VPN apps on all concession (company owned) mobile devices and systems Maintain initial KB article documentation.
Update articles as requested. 3. Mobile Threat Management Tasks Troubleshoot and provide assistance for android and iOS test devices and software issues.
Update Device Testing related KB articles and maintain content per standards Provide weekly time spent related testing devices in spreadsheet form to supervisor every Friday, or within 24 hrs of returning to work.
4.Business line mobile supportTroubleshoot and provide assistance for D2D devices and software issues related to MDM platform.
Update Door to Door KB articles and maintain content per standards Provide weekly time spent related testing devices in spreadsheet form to supervisor every Friday, or within 24 hrs of returning to work.
5.Retail supportTasks Troubleshoot and provide assistance for android, iOS devices and software issues. Update Retail related KB articles and maintain content per standards Provide weekly time spent assisting retail ops development in spreadsheet form to supervisor every Friday, or within 24 hrs of returning to work.
6.ACETasks Troubleshoot and provide assistance for android, iOS devices and software issues related to ACE users. Update ACE Retail related KB articles and maintain content per standards Provide weekly time spent on ACE project in spreadsheet form to supervisor every Friday, or within 24 hrs of returning to work (1.
To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.
Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.
To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
