HCL Tech
St. Marys City, MD
Apr 29, 2021
May 05, 2021
Accountant, IT
Full Time
Job Description (Posting)Deskside Services, FSO command centerROLE AND RESPONSIBILITIESField Services / Desk-side Services provides support and resolves end user incidents and requests that cannot be resolved remotely by Service Desk because they require physical presence, advance technical skills or local knowledge which include but not limited to:* Diagnose and resolve incidents and problem with equipment and software.* Record all events/problems and their resolution in SNOW.* Queue Management - Work within established Service Level Agreements (SLA) to ensure timely response to support issues. Follow established escalation process if needed.* Collaborate in the FSO knowledge repository.* Install, configure and/or update authorized software or firmware as per authorized standards.* Assist in Hardware asset management.* Warranty support for desktop and laptops.* Follow company protocol in the disposal management.* Install/reinstall image, rebuild laptops/desktops.* Support authorized in-flight projects.* Assist in the technology refresh process.* Assist in Crisis response activities.* Willingness to learn and support new technology.* Assist with hand-on training of new hires.* Follow company logical and physical security protocol, to minimize risk to customer and company.* Follow authorized workflow.* Provide VIP/Executive support as outlines by customer.* And other authorized task that fall with in the work scope.REQUIRED KNOWLEDGE AND ABILITIES:* 2+ years of experience in a help desk/deskside role,* 2 years of Windows 10 experience, MSOffice,* Experience troubleshooting PC hardware and software,* Experience with Active Directory,* Basic networking experience,* Ability to multitask and work in a fast pace work environment,* Expellant organization skills and attention to details,* Ability and willingness to work in a collaborative team environment,* Ability and willingness to learn new technology and software,* Ability to lift 50 lbs.,* Excellent customer service 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 and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen CasesQualificationB TechSkill (Primary)DWP-FSS-Desk Side Services

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