HCL USA Hiring for Desktop support Specialist at Waltham, MA Full Time

Serving as the point of contact for customers seeking technical assistance over the phone or email/chat.

Maintain jovial relationships with client.

Ensuring user queries or issues are captured, validated, and triaged for further processing.

Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Researching, diagnosing, troubleshooting, and identifying solutions to resolve system/software and hardware issues.

Perform hardware and software installations, configurations and updates as needed.

Logs incidents and service requests and maintains relevant records.

Monitor issues from start to resolution, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.

Document technical knowledge in the form of notes and manuals.

Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams, Escalate, if needed, unresolved problems to a higher level of support.

Identifying hardware and software solutions, troubleshooting technical issues, Diagnosing, and repairing faults, resolving network issues, Installing and configuring software, speaking to customers to quickly get to the root of their problem, Providing timely and accurate customer feedback.

Manage Lexington/Waltham location IT Clinic.

Help all walk-in customers with issues and maintain IT Walk-in Clinic cleanliness.

Manage all hardware inventory in IT Clinic.

(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