Walk-In Drive: Help Desk Support Engineer - 6th Feb
Job details
HCL is hiring for Help Desk Support Engineer - Walk-In Date : 6th February 2025 Walk-In Addres s: HCLTech - A-8-9, OCD 4, Ground Floor, Maharaja Agrasen Marg, Block A, Noida Sector 60 (Nearby Metro Station: Sector 59) Tim e: 11:00 AM to 5:00 PM Contact Perso n: Shikha Tanwar/Tanya Experience Require d: 2+ Yea rs Designatio n: Analyst Shift Timing s: US Shift Work Locatio n: Initially work from home; may transition to work from office later. **Immediate Joiners Only Purpose: Provide first-level technical support for connectivity software and hardware products. Troubleshoot complex issues remotely, handle escalations, and maintain accurate records in ServiceNow while ensuring customer satisfaction and adherence to service level agreements (SLAs). Key Responsibilities:
- Diagnose and resolve connectivity issues with hardware, software, and peripherals.
- Adhere to security policies and escalate unresolved issues to senior analysts or functional support groups.
- Maintain ticket ownership until resolution or escalation.
- Provide exemplary customer service, ensuring clarity and understanding for non-technical users.
- Monitor and meet performance goals, including KPIs and SLAs.
- Document technical issues accurately for root cause analysis.
- Stay updated on technical processes and organizational changes.
- 2+ years in technical support or customer service.
- Proficient with call-tracking tools (ServiceNow, Five9).
- Strong analytical, problem-solving, and communication skills.
- Knowledge of PC operating systems, networking, and peripheral devices.
- Familiarity with MS Office Suite, browsers, and connectivity software.
- Degree in a computer-related field is preferred.
- Flexibility to cover shifts, holidays, and on-call rotations.
- Willingness to adapt to additional responsibilities as needed.
- Quanum eLabs: Hardware, peripherals, AutoReceive, broadband connectivity, and application support.
- Quanum eLabs for PSC: Includes IDAA, appointment scheduler, Intelliquest, and VPN connectivity.
- Quanum eLabs for Healthcare Professionals: Similar to eLabs with additional connectivity and printing support.
- CPU Interface: Resolving demographic errors, connectivity issues, and escalating failures.
- Teleprinter Support: Includes telecom, laser printers, and report tracking.
- LIS Systems Support: Troubleshooting QLS and non-standard LIS systems.
- Query Tool: Password resets and user account modifications.
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