Company :HCL
Website :www.hcl.com
Job Role :Service Desk
Eligibility :Any Graduate
Experience :1 - 4 Years
Job Location :Bangalore
Walk-In Date :23 Nov - 27 Nov 2015
Walk-In Time :01:00 PM - 03:00 PM
Company Profile:
HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 6.4 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies (www.hcltech.com) and HCL Infosystems (www.hclinfosystems.in). The 37 year old Enterprise, founded in 1976, is one of India's original IT garage start ups. Its range of offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of Technology and Telecom products in India. The HCL team comprises 90,000 professionals from diverse nationalities, operating across 31 countries including 505 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.
Job Description:
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users.
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
Perform user account management activities.
Escalate complex problem to appropriate support specialists.
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
Troubleshoot client software and basic network connectivity problems.
Identify, evaluate and prioritize customer problems and complaints.
May train users and operators on a limited basis and/or may write training procedures.
Participate in on-going training and departmental development.
Routine maintenance updates with other IT staff and business units.
Provide all required documentation including standards, configurations and diagrams.
Provide knowledge transfer of Service Desk operations.
Venue Details:
STPI Unit, Surya Sapphires Plot No 3,
left wing, 2nd Floor, HCL Comnet Block,
1st Phase, Survey No 20 & 22 Konnappana Agrahara Village,
Electronic City, Hosur Road, Bangalore 560 100.
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