Job Summary
To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.
Domain / Sub Domain : DESK SIDE SERVICES / WINDOWS PC
Key Responsibilities
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
Skill Requirements
Perform data center/server room/IT room facilities management operations for basic Hands and Feet administration \r\nduties that includes: - - - \r\nPhysical support (Racking and Stacking) of servers, network devices and other equipment’s during the support, \r\nchanges, upgrades, commissioning and Decommissioning activities \r\nRack cabling, clean cable routing and cable management within racks \r\nSupport for Component upgrades, swaps, change-out, Lights-on verification, reboots
Other Requirements
Health and Safety Responsibilities: \r\n Take every reasonable precaution to protect the health and safety of fellow employees, themselves and any other \r\nperson at or in the vicinity of a work site; as well as, cooperate with all persons involved to that end. \r\n Read, understand and comply with the company’s safety policies, rules, procedures and practices. \r\n Notify management of any unsafe or harmful acts or conditions that may impact health, safety or the environment. \r\n Promptly report to management all incidents, including injuries, illnesses and near misses. \r\n Observe general principles of incident prevention and participate in the requirements of the safety program. \r\n Use devices and wear PPE as per regulatory requirements and HCL’s standards. \r\n Refrain from causing or participating in harassment or violence. \r\n Operate, use or maintain all tools and equipment in accordance with established or accepted procedures and \r\npractices. \r\n When performing work on behalf of HCL on a client’s work site, abide by the policies, rules, and procedures that \r\nare stipulated within the client’s safety program. \r\n Cooperate with any person exercising a duty imposed by the provincial OHS Act, Regulations or Code. \r\n Comply with the provincial OHS Act, Regulations and Code. \r\n Set an example for good safety conduct.