Desktop Technical Lead
As a lead, the candidate should be a minimum of 8-10 years of experience managing End User support environment onsite at client location and will manage the team activities.
Responsibilities:
o Having experience of managing a team of 10
members covering deskside support locally and globally across other siteso Act as single point of contact for customer to deliver the service and set the right expectation o Manage service escalation to resolution and identifies continuous improvement opportunities as appropriateo Serve as an escalation point of contact with the primary focus on restoring the services.
Experience on ticketing tools in managing incidents and services.
o Ensure VIP support for users on high standard and customer serviceo Keep the knowledge base and runbook for the team updated with new resolution and process appropriatelyo Manage and ensure the adherence of SLA's across the towers.
Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
o Appropriately manage operations and conduct operational review meeting with customer stakeholders.
o Demonstrate good interpersonal skills with team and customer.
o Ensuring that effective communication is maintained with the executives, business leadership during a major incidento Good in communication with end users, able to articulate issue and help team to resolve it.
o Work with service delivery management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impacto ITIL certification added advantage (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 Candidate must be authorized to work in the U.
S.
We are unable to sponsor work visas at this time.
About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today.
HCL's Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship(TM) enables businesses to transform into next-gen enterprises.
HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P).
ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions.
ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P.
HCL provides modernized software products to global clients for their technology and industry specific requirements.
Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.
As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives.
As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US$ 9.
3 billion and its 147,123 ideapreneurs operate out of 44 countries.
For more information, visit www.
hcltech.
com.
Estimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
o Having experience of managing a team of 10
members covering deskside support locally and globally across other siteso Act as single point of contact for customer to deliver the service and set the right expectation o Manage service escalation to resolution and identifies continuous improvement opportunities as appropriateo Serve as an escalation point of contact with the primary focus on restoring the services.
Experience on ticketing tools in managing incidents and services.
o Ensure VIP support for users on high standard and customer serviceo Keep the knowledge base and runbook for the team updated with new resolution and process appropriatelyo Manage and ensure the adherence of SLA's across the towers.
Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
o Appropriately manage operations and conduct operational review meeting with customer stakeholders.
o Demonstrate good interpersonal skills with team and customer.
o Ensuring that effective communication is maintained with the executives, business leadership during a major incidento Good in communication with end users, able to articulate issue and help team to resolve it.
o Work with service delivery management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impacto ITIL certification added advantage (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 Candidate must be authorized to work in the U.
S.
We are unable to sponsor work visas at this time.
About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today.
HCL's Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship(TM) enables businesses to transform into next-gen enterprises.
HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P).
ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions.
ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P.
HCL provides modernized software products to global clients for their technology and industry specific requirements.
Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.
As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives.
As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US$ 9.
3 billion and its 147,123 ideapreneurs operate out of 44 countries.
For more information, visit www.
hcltech.
com.
Estimated Salary: $20 to $28 per hour based on qualifications.
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