Job Description

Designation

ASSISTANT MANAGER

No. of Positions

1

Experience

2.5-5 Years

Skill (Primary)

DWP-FSS-Desk Side Services

Qualification

B-Tech

Expected Date of Closure

15-Sep-2023

Employee Group

Business Line FT

Job

Administrator

(Posting).

This role is a combination of Service Desk and Deskside Support
Candidate MUST have his/her Driving license and able to make Road trips to provide support at different sites. Trip expenses will be reimbursed by HCL
Provide remote and in person support in French as well as English language and troubleshoot technical issues
Ability to provide Hands and Feet support from Data Closet, Network cabling, PC Imaging point of view
Able to make short term company sponsored travels within Canada to different client sites (Office locations, Manufacturing, Refinery sites)
Provide quarterly content feed to include knowledge articles, videos, and attachments is compatible with the portal
Level 1 and Level 2 Support and Updating Incident Management System
Manage ACD, email, portal and chat queue balancing, resource planning, survey and related operational systems to provide tier 1 support for all Service Provider-supported digital capabilities.
Perform incident/request identification, reporting, logging of records, initial resolution, tracking of ticket, reporting and ticket status.
Record all actions related to tickets (e.g. response, status, and resolution or escalation) in French in tracking tool.
Answer questions on use or features for all standard hardware and software systems.

(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

HCLTech