Analyst Positions in HCL Technologies Carson City, NV

Website HCL Technologies

This Jobsfunter Listing is about HCL Technologies in Carson City, NV 2022

About the job


Role And Responsibilities

Perform varying degrees of problem analysis and resolution of software and hardware issues relating to desktops and laptops. Perform the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency.

Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software

Become familiar with local and regional infrastructure, key contacts, and escalations in regards to other teams in the business

Demonstrate outstanding understanding and communication when working with clients

Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)

Preferred Skills And Common Tasks On The Job

Experience-based Windows 7 support

  • BitLocker encryption
  • Configuration/imaging
  • Crash/BSOD resolution
  • Installation environment
  • General Windows OS troubleshooting

Hardware support and troubleshooting

  • Troubleshooting hardware issues
  • Replacing desktop/laptop hardware
  • Installation of peripheral devices

Microsoft Office proficiency

  • Proficiency in Word, Excel, Lync, Outlook, Access, PowerPoint (usage and support)
  • Visio, Project (support)
  • Able to create documentation and contribute to KB articles
  • O365 support

Basic network troubleshooting

  • Experience working with basic network hardware (switches)
  • Troubleshooting connectivity issues
  • Thorough understanding of wireless/wired networks

Customer service skills

  • Comfortable working with people in a professional setting
  • Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion

Flexibility to work in a 24×7 work environment.

Excellent communication skills and telephone manner.

  • 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.

Company: HCL Technologies

Vacancy Type: Full-time · Entry level 

Job Location: Carson City, NV

Application Deadline: N/A

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