Posted by HCL Technologies is an Indian multinational information technology services and consulting company, headquartered in Noida, Uttar Pradesh, India. It is a subsidiary of HCL Enterprise.
Analyst
Roles & Responsibilities
• Windows XP client related issues.
• Lotus Notes Client, how to configure the client & all level of trouble shooting.
• MS office (Word, Excel, Powerpoint), repair, installation & trouble shooting.
• Networking Concepts, TCP/IP, Lan, Wan,
• VPN, IPass & Wireless application support.
• Antivirus Software’s
• Basic knowledge of Hardware related issues.
• Having good understanding about DCOPS monitoring and L1 functions
• Basic knowledge on hardware side in servers, clients and network devices.
• Knowledge on Windows operating system, Basic understanding about Backup
• Basic Knowledge on MSPatching and patching process
• Should have basic troubleshooting and problem determination skills
• Exposure to IT Infrastructure Monitoring tool and ticketing tool
• Network Operations Center team handles link down, bandwidth utilization, wan link down, bad link detected alerts.
• CA ehealth check is to check the status of network devices and used for report generation.
• CA Service Delivery Manager is the ticketing tool.
• Problem Management for Link Down Issue.
(1.) To maintain high login Efficiency (Availability) for customers
(2.) To resolve tickets within agreed SLA of ticket volume and time
(3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies
(4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases
(5.) To update worklogs and follow shiftor escalation process and process compliance
(6.) Work on value adding activities such Knowledge base update and self development
Qualification: BE/Btech/Beng(Hons)