Job Description :
As a member of the On Site Service (OSS) team associate will provides quality support with a high degree of customer service, technical expertise and timeliness. This position has frequent contact with users, peers and managers through telephone support (help desk) and field support (service requests and on site problem resolution Works in a team environment to resolve customer problems and supports other members of the Desktop Services department in providing customer support. Provide hands-on support to other IT teams including but not limited to Network Services, Business Applications, and other IT teams.

DUTIES AND RESPONSIBILITIES:
1. Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.
2. Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
3. Develops and provides technical coaching and mentoring to other desktop services staff and company associates.
4. May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.
5. Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to insure customer satisfaction.
6. Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
7. Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels. 8. Demonstrate initiative and act independently to resolve problems.
9. Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers, not all sites require on-call participation

Have to have good exp with:
(1 To maintain high login Efficiency (Availability) for customers
(2 To resolve tickets within agreed SLA of ticket volume and time
(3 To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies
(4 To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases
(5 To update work-logs and follow shift/ escalation process and process compliance
(6 Work on value adding activities such Knowledge base update & self- development

Client : HCL America