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· 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 (1.) lndependently resolve tickets within SLA
Adheres to standard operating procedures / work instructions
Follow the escalation process
Follow the shift hand-over process
Update worklogs
Categorizes as per CTI as appropriate
Update the knowledge base
Coaching freshers to be independent
Coaching analysts for correct routing of tickets, capturing critical information
Technically upgrade across versions of environment when required
Adhere to organization policies and procedures
Complies to regulatory requirements
Alert Monitoring
Ticket Monitoring
Informing On – call support
Opening Bridge Call :
Infrastructure Management Services (IMS)-EUC-Service Desk
The 3 decade 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 53,000 professionals of diverse nationalities, operating across 18 countries including 360 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.
The 3 decade 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 53,000 professionals of diverse nationalities, operating across 18 countries including 360 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.
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