Desktop Support Specialist

Há 3 dias


Porto Alegre, Rio Grande do Sul, Brasil Hcl Technologies Tempo inteiro

Job Summary:

Location:

Sao Leopoldo

Project Role:

Desktop Support Specialist

Qualification:

B-Tech

Experience:

2.5-5 Years

Skills:

Desk Side Services

No. of Positions:

1

Job Description:

The Desktop Support Specialist will provide end-user technical support and desk-side assistance to ensure high login efficiency for customers. Key responsibilities include:

Technical Support:

  • Receiving and resolving technical inquiries and issues from users
  • Installing, configuring, troubleshooting, diagnosing, and resolving issues with PCs, laptops, network connectivity, printers, and peripherals
  • Providing support for on-call escalations and conducting root cause analysis of given issues

Hardware and Software Support:

  • Installing and upgrading hardware and software
  • Supporting Blackberry/air card/wireless devices
  • Setting up and supporting VPN accounts

Printer and Peripheral Support:

  • Handling printer deployments and resolving break/fix issues
  • Managing PC relocation per Move/Add/Change requests

Quality and Customer Experience:

  • Ensuring positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
  • Adhering to quality standards, regulatory requirements, and company policies

Knowledge Management:

  • Updating knowledge base and management
  • Training freshers and coaching analysts

Additional Responsibilities:

  • Updating ticketing system to reflect work in progress or completed
  • Submitting orders for parts

Requirements:

  • B-Tech degree
  • 2.5-5 years of experience in desktop support
  • Excellent technical skills and problem-solving abilities
  • Strong communication and customer service skills


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