HCL Technologies is a Global company with presence across 45countries, with
over 150,000 employees worldwide. One of our clients in Israel is looking for
Field Services Technician, work on top notch projects, is expending rapidly.
About the Role. . .
customer facing end-user support that includes:
* Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
* Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.
* Perform onsite updates, Configuration changes, or Software installations.
* Provide onsite technical assistance to End Users.
* Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
Manage the ticket queue and ensure tickets are resolved and closed within the
defined service level agreement. 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)
Perform end-user support related security and controls and compliance related
tasks such as access reviews, risk assessments, 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 immediate response in the event
of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational
basis
* To provide support for on call escalations and doing root cause analysis of given issue
* To independently resolve tickets within agreed SLA of ticket volume and time
* To adhere to quality standards, regulatory requirements and company policies
* Work on value adding activities such Knowledge base update and management, Training fresher’s, coaching analysts
* To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Skills: DWP-FSS-Desk Side Services
Experience: 7-9 Years
*PLEASE SHARE CV IN ENGLISH*
