Administrator

6 months ago


Egham, United Kingdom HCL Technologies Full time

**Job Summary**:
**Location**:
EGHAM

**Project role**:
Administrator

**Qualification**:
BE/Btech/Beng(Hons), B-Tech

**Experience**:
2.5-5 Years

**Skills**:
Desk Side Services

**No. of positions**:
1

**Job description**:
**Description**
As an End User Support Technician with **Minimum of 5 years technical experience** in providing quality services to the end users which includes the following key roles and responsibilities:

- Provide customer facing support that includes
- Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
- Act as the primary interface to customer, to lead and liaise with key contacts in other resolver groups to ensure appropriate action is taken to resolve the issues raised at ITSC
- Providing Solutions: Enable users to work more efficiently and effectively with IT solutions.
- IMAC support including large scale/bulk office moves/re-stack activities (all moves)
- Support for the Mobility devices (IOS/iPhone/IPads)
- VIP and home-based office (HBO) user support
- Manage the ticket queue in Service Now and ensure they are resolved and closed within the defined service level maintenance
- Manage stocks in the inventory and ensure they are readily available for deployment
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Provide AV support for initial problem solving and larger on site meetings
- Perform end-user support related security and controls and compliance related tasks such as access reviews, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- Escalate unsatisfied customers to OS / Team Lead for resolution

**Desired Skillsets**
- Strong understanding of Client based Operating Systems
- Strong ticketing system experience
- Proficient understanding of level 1 Helpdesk services
- Strong understanding of end user hardware
- Proficient with common network protocols (TCP/IP) for device connectivity issues
- Excellent communication skills (English & Local language)
- Excellent customer engagement and customer service skills
- Strong desire to help, share, and assist others
- Excellent analytical skills, Work Ethic and Problem-solving skills
- Basic Safety knowledge in order to assist users with ergonomic equipment
- Ability to lift heavy equipment’s within stockroom
- Customer experience - CSAT focused with Customer is #1 Attitude
- Professional and courteous and Ability and patience to work in a high dense client environment
- Flexible for travelling to remote sites/Colocations
- Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage


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