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Desktop SupportHCLTech • Buffalo, New York, United States
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Desktop Support

HCLTech
  • US
    Buffalo, New York, United States
  • US
    Buffalo, New York, United States
Jetzt Bewerben

Über

Job Summary To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.
Key Responsibilities
To adhere to quality standards, regulatory requirements and company policies.
To provide support for on call escalations and doing root cause analysis of given issue.
Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
To independently resolve tickets within agreed SLA of ticket volume and time.
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Profile Description
Must possess a professional demeanor and strong customer service/consulting/training skills
Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area
Basic understanding of networks, Intel servers and telecoms
Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets
Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)
Strong Microsoft operating system troubleshooting skills
Strong macOS operating system (Big Sur & above) troubleshooting skills
Strong problem solving and critical thinking skills
Strong written and verbal communication skills
Must be self‑motivated and the ability to work independently with minimal supervision
Must have excellent time management skills
Must be detail and process oriented
Ability to walk long distances across large facilities
Must be able to pass a background security check
Valid driver’s license and reliable transportation
Compensation and Benefits A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance‑based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need‑based leave with no designated number of leave days per year); and 10 paid holidays per year.
Disclaimer HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
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  • Buffalo, New York, United States

Sprachkenntnisse

  • English
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