IT Administrator (f/m/d)
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.
Your job:
* To provide support for on call escalations and doing root cause analysis of given issue
* To independently resolve tickets within agreed SLA of ticket volume and time
* To adhere to quality standards, regulatory requirements and company policies
* Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
* To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
* To provide support for on call escalations and doing root cause analysis of given issue
* To independently resolve tickets within agreed SLA of ticket volume and time
* To adhere to quality standards, regulatory requirements and company policies
* To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
* Provide support in escalated Issues, challenges with hardware, software and application issues faced by the Level I and Level II technicians
* Provide direct support on Break Fix, fault diagnosis, repair and resolution as required
* Engage Coordination between internal, external clients and Vendors
* Provide second level support and resolve escalated issues & unresolved issues from Team
* Perform cycle counts and facilitate other functions for (Asset Management, Shipping and Warehouse) and projects as necessary
* Support VIP / Priority Users abiding elevated SLAs and ways of working of Executive support.
* Support Windows, Microsoft Active Directory, MS Office 365, Enterprise anti-virus solutions and other authorized desktop applications
* Provide support in 3rd party related issues as per scope and defined best practices
* Support and troubleshoot Mac Devices
Your profile:
* Experience in Forecasting, purchase processes, Catalogue Management
* Experience in Full IMACs life cycle, including manual software installation, system handover, disposal, or stocking, CMDB/AMDB updates
* This position requires the ability to work in a complex environment requiring flexibility and teamwork
* Bachelor’s Degree or equivalent in Computer Science or related field
* CompTIA A+, Microsoft Certified Professional (MCP) or better
* Minimum 3 years of experience in Desktop support/ Asset Management
* Proven analytical, troubleshooting and problem-solving skills
* Proven ability in Team leading, meet SLA’s and Management reporting requirements
* Excellent communication (English & Local Language)
* Proven ability in relationship-building and customer management
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We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.