HCLTech Hiring Administrator (Support & Operations) in Bengaluru

HCLTech; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

HCL Technologies Limited in Bengaluru seeks an IT helpdesk professional to provide advanced technical support across Messaging, Cloud Services, Mobility and Remote Connectivity, Desktop Support and Network Connectivity. You will manage incidents from detection to closure, aiming for high first-call resolution and thorough ownership of issues.

Responsibilities include logging incidents, troubleshooting, referencing to higher support groups, and updating end-users as per policy, while expanding

Qualifications

• Provide advanced technical support to staff in Messaging and Cloud Services.
• Understand incident management from detection to closure.
• Focus on reducing escalations and taking total contact ownership.

Responsibilities

• Resolve incidents quickly with a target of 70% first-call resolution.
• Refer unresolved problems to the appropriate groups with proper follow-up.
• Maintain accurate problem records and provide updates to end-users per policy.

Skills

Critical thinking

Active listening

Communication

Problem solving

Incident management

Job description

Job Summary

Be willing to follow the core operational processes consistently. Provide efficient, courteous and responsive advanced technical support to all WBG staff and their representatives in one primary area and one secondary area, including Messaging and Cloud Services, Mobility and Remote Connectivity, Desktop Support and Network Connectivity, COTS and Productivity Applications Support, and Telecom. Understand incident management, from detection and recording through to closure, with a focus on reducing escalations and taking total contact ownership.

Key Responsibilities

Use critical thinking to resolve incidents quickly and consistently. Aim to troubleshoot, satisfy or resolve problems 70 percent of the time on the first call. Correctly refer unresolved problems to the appropriate work group 90 percent of the time, with proper notification and follow-up until resolution. Apply active listening skills and effective communication.

Skill Requirements

• Immediately log all incoming incidents or requests and the actions taken to resolve them in the support console.
• Troubleshoot and resolve problems and satisfy requests.
• Refer unresolved problems to higher level support work groups.
• Provide technical assistance to other agents.
• Research solutions to problems proficiently.

Other Requirements

• Update the problem record upon resolution, or escalation.
• Provide follow-up status to WBG end-users in line with specified support policies and procedures.
• Ensure closed problems are adequately documented.
• Grow knowledge of the WBG business and technical environment to improve first-call resolution rates.