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Desktop Support Specialist

Company: HCL USA
Location: Virginia Beach
Posted on: July 30, 2022

Job Description:

Hello Professional ,Hope you doing good, Greetings form HCLPlease find the job details:Title : Desktop Side SupportType : FulltimeLocation: Chesapeake (city), VirginiaJob Description - - Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality. - To manage the overall operations and ensure that the standard of services provided to Client have improved. - Manage Operations during business hours from 8am local time and on occasions outside business hours and at weekends. - Coordinate with Technical Tracks to ensure uninterrupted Data Centre services. - Responsible to coordinate with all aspects of Data Centre facilities under the guidance of technical Teams - Windows, Unix, Network, Voice, Storage, backup, etc. - Provide monitoring of Data Centre facilities and enable access to authorized personnel into the Data Centre - Manage the utilization of Data Centre facilities, including space, power and cooling infrastructure to ensure the - Unpack, unbox and inspect the equipment for physical damages before installation and make necessary arrangements for return for damage equipment under the guidance / direction of technical teams - Manage all Data Centre Cabling and perform all Cabling in accordance with industry standard best practices under the guidance / direction of technical teams - Manage the utilization of environmental equipment (including Data Centre UPS, power systems and backup generators), perform all systems preventive maintenance under the guidance / direction of technical teams - Responsible for the physical security of all Data Centre facility and equipment - Ability to participate and contribute during crisis times, assist team members/leads/ customer/ HCL Senior management, as needed - Proactive monitoring of the end to end customer service & Infrastructure. - Standardization and Optimization of existing process - Managing resolution of escalated Business Applications, System Issues within agreed SLA's. - Contribute in FAQ database for CLIENT and ensure the usage and updation. - Contribute in Known Error Database for CLIENT and ensure frequent update and usage. - Ensure RCA is done for all P1/ P2 cases and Knowledge base is updated to reduce/avoid the impact in future. - Good Analytical skills required to analyze and improve the day to day operations. - Delivering the SLA/KPI weekly/Monthly reports to the client and HCL management. - To implement and run ITIL processes and standards to achieve customer delight by doing IT Service Management. - Ensuring highest availability of Customer Service - Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's. - Work closely with help desk peers, RDS (L2) Team & other teams in cross-training, development/implementation of operational excellence procedures and fostering teamwork. - Work closely and provide hands and feet support to infrastructure teams like - Windows, Unix, Security, Network, VOIP, etc. - Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems. - Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. - Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.Regards,Karthikeyan RTalent Acquisition GroupDirect: +1 701-264-8650rkarthikeya@hcl.com

Keywords: HCL USA, Virginia Beach , Desktop Support Specialist, Other , Virginia Beach, Virginia

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