HCL Technologies Ltd.
    New york, NY
    Full-time, Part-time

    Job Description

    Responsibilities include:
    On-site support • On-site Support Services including but not limited to; desk-side support, mobile devices, desktop/laptop hardware; technology refresh, stock storage management, end user advice and software break/fix*
    • Ensuring all Incidents/Requests are met within the agreed service targets.
    • Proactively monitors pending tickets.
    • Performs installs, moves, adds and changes (IMAC) as required.
    • Provides face to face end user support and troubleshoot issues for IT products and services.
    • Troubleshooting and resolving hardware and software issues; reimaging computers/hard drives on multiple operating systems.
    • Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, and mobile devices.
    • Performing asset inventory/stock related activities as needed.
    • Taking ownership of issues through to resolution on all appropriate requests.
    • Ensuring all Incidents/Requests are met within the agreed service targets
    • Ensuring all key Client and HCL processes and procedures are followed. For example, Call Management, Data Retention Hold, amongst others.
    • To provide hands and feet support to another Infrastructure support.
    • Providing on-site cover as part of a shift arrangement, covering off all areas of support.
    • Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
    • Orients new joiners on EUC systems.
    • Recommends and / or performs upgrades on systems (EUC supported devices) to ensure longevity.
    • Flexibility and teamwork and performs other duties as assigned by your Lead or Operations Manager.
    Communication, customer service & Teamwork. • Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
    • Speaks good clear English. Language.
    • Strong Written and Verbal Communication Skills at senior stakeholder level.
    • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
    • Maintain healthy group dynamics.
    • Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager.
    • Must be detail oriented and self-motivating.
    • Relationship Management - internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
    • Flexibility with respect to time - client deliverables need to be met with a "Can do" attitude.
    • Be an advocate for the end user to ensure he or she receives high-quality and timely service and support.
    Technical & Problem solving Skills • Excellent problem solving / quantitative/ analytical skills.
    • Excellent understanding End User IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/


    2.5-5 Years



    No. of Positions


    Skill (Primary)

    BPS-Onsite Support Services-Desk Side Services



    Employee Group

    Business Line FT





    Auto req ID


    Removal Date


    Posting ID: 556732801Posted: 2020-05-22