Walk-in Interview On 26 February 2024 Job In Hcl In Lucknow

Job description and requirements :

• Must have excellent communication skills
• Should have experience in technical support along with networking
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
• 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 on SOPs
• Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.
  
  g, word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures.
  
  
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations

Job Requirements:

(1) To provide support for on call escalations and doing root cause analysis of given issue

(2.

) To independently resolve tickets within agreed SLA of ticket volume and time

(3) To adhere to quality standards, regulatory requirements and company policies

(4) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts

(5) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

*Applicants who have attended previous recruitment drives and those who are not meeting the eligibility criteria, will not be entertained.

*Please walk in only if you belong to Lucknow or nearby areas with relevant experience as per above job requirements

Hcl is looking for Any Graduate profile candidates.