Job Summary

 Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance. \\\\\\\\r\\\\\\\\n• Respond to questions from all emails and callers. \\\\\\\\r\\\\\\\\n• Become familiar with each client and their respective applications. \\\\\\\\r\\\\\\\\n• Learn fundamental operations of commonly used software, hardware, and other equipment. \\\\\\\\r\\\\\\\\n• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software. \\\\\\\\r\\\\\\\\n• Become familiar with helpdesk policies and services. \\\\\\\\r\\\\\\\\n• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department. \\\\\\\\r\\\\\\\\n• Other duties as assigned by the Service Manager.\\\\\\\\r\\\\\\\\n

Key Responsibilities

1. To maintain existing features, troubleshoot bugs , resolve ad-hoc requests and provide support for enhancement (major and minor) /new developments based on business/ client requirements as well as from the functional and technical team of HCL on the project.
2. To provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements as well as keeping track of schedule for on time delivery of assigned tasks as per the defined quality standards.
3. To perform activities related to enhancement creation of documents for CMMi and client requirements.
4. To provide technical guidance to junior developers.

Skill Requirements

null

Other Requirements

null