Graduate Trainee
Company: HCL Technologies Limited
LOCATION:
Texas
EXPERIENCE: fresher
Job
Type: Full Time
Number
of posts: 01
SKILLS: DWP-FSS-Desk Side Services
Job
Description:
BUSINESS
LINE FT | GRADUATE TRAINEE | TEXAS
Job
Summary
DESIGNATION:
Graduate Trainee
QUALIFICATION:
As a
member of the On-Site Service (OSS) team associate will provide quality
support with a high degree of customer service, technical expertise and
timeliness. This position has frequent contact with users, peers, and managers
through telephone support (help desk) and field support (service requests and
on-site problem resolution). Works in a team environment to resolve customer
problems and supports other members of the Desktop Services department in
providing customer support. Provide hands-on support to other IT teams
including but not limited to Network Services, Business Applications, and other
IT teams.
DUTIES
AND RESPONSIBILITIES:
1.
Researches, resolves, and responds to complex questions received via telephone
calls or escalations, and provides support on services in accordance with
current standards. Follows up with user to ensure the problem is resolved
satisfactorily.
2.
Acquires and maintains knowledge of relevant product offerings, current support
policies, and methods of support delivery, in order to provide technically
accurate solutions to users.
3.
Develops and provides technical coaching and mentoring to other desktops services staff and company associates.
4. May
act as product liaison for major products, working with other areas of IT,
other departments and third-party vendors to solve technical issues as needed.
5.
Installs new or upgraded hardware/software as assigned via service requests.
Coordinates installation with the user and follows up to insure customer
satisfaction.
6. Must
be able to manually lift up to thirty (30) pounds when moving and repositioning
personal computers and ancillary equipment.
7.
Provide accurate and timely logging of customer incidents and tasks to meet
agreed upon service levels. 8. Demonstrate initiative and act independently to
resolve problems.
9.
Participate as a member of the rotating IT on-call team that provides 24 hour
support to internal customers, not all sites require on-call participation
Have to
have good exp with:
(1.) To
maintain high login Efficiency (Availability) for customers
(2.) To
resolve tickets within agreed SLA of ticket volume and time
(3.) To
adhere to quality standards (voice and accent, Tech Monitoring), regulatory
requirements and company policies
(4.) To
ensure positive customer experience and CSAT through First Call Resolution and
minimum average handling time (AHT), rejected resolutions / Reopen Cases
(5.) To
update work-logs and follow shift/ escalation process and process compliance
(6.)
Work on value-adding activities such as Knowledge base update & self-
development (1.) To maintain high login Efficiency (Availability) for customers
(2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To
adhere to quality standards (voice and accent, Tech Monitoring), regulatory
requirements and company policies (4.) To ensure positive customer experience
and CSAT through First Call Resolution and minimum average handling time (
AHT), reject
SKILLS: DWP-FSS-Desk
Side Services
NO. OF
POSITIONS: 1
Job
Role: Graduate Trainee
Industry
Type: It Technology
Company
Website: www.hcltech.com