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Administrator
Job Description
Administrator
Job Summary
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Location: Sofia
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Project role: Administrator
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Qualification: B-Tech
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Experience: 2.5-5 Years
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Skills: Remote Desktop Support
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No. of positions: 1
Job description:
RDS (Remote Desktop Support)Job Description Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings. Communicate comfortably and effectively with customers and management Demonstrable Subject Matter Expert on Service Desk Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management; Familiarity with Service Management Tool suites and other technologies used in the Service Desk and Remote Desktop support environment, and their appropriate adoption by client and supply-side agencies. Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups; Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same; Excellent communication (verbal, written, listening) and influencing skills. Provide advanced hardware / software / network problem diagnosis / resolution via telephone for customer s end users Document knowledge articles based on resolutions identified Route problems to internal I.M. support staff Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices Principal Accountabilities Designated above plus: Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems. Projects: perform effectively as project team member as required for help desk projects and internal assignments. Training: Be willing to participate in on the job training designed to enhance skills and support capabilities. Knowledge, skills & experience Education any formal background will be considered, IT background preferred. Analytical and systematic problem solving skills required. Excellent written and communicational fluency expected. The following will be considered an advantage: Help desk, remote desktop experience with problem solving involving hardware, software, applications, and networks. Phone support experience. Advanced Technical helpdesk experience. Technical & customer specific training will be provided. Work may be designated for any shift time (24/7 support) so nighttime and holiday availability may be required.
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Why Join Us:
At HCL Technologies, we promise many varied opportunities for you to learn, along with the potential to do innovative, interesting work, and to fast track your career. You will have access to the Global clients and team from some of the most experienced leaders in the tech industry who will enable you to get on the fast track to a rewarding tech career. HCL Technologies offers the leadership, flexibility, and people-friendly work culture to enrich the life of an employee and of those around them - to find greater stability, purpose, and growth both personally and professionally.
We encourage our people to try things differently, provide them with the freedom to explore, opportunities to grown, and experiment while offering intensive training and on-the-job coaching opportunities. Our people take pride in their enthusiasm and commitment to go beyond. And we celebrate this collective pride. Below are few of the benefits and perks:
- Global careers and mobility
- A flexible (remote) working environment with work-life balance
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks – Engagement Champion to name a few