Software Engineer/ Programmer in HCL

Assignment DescriptionAnswer phone calls from end users and resolve incidents.
Register and track incoming incidents, requests and questions in a Case Management Tool.
Close in first contact or escalate cases where necessary and follow up on open cases.
Troubleshoot technical issues using personal skills, knowledge base, vendor literature and communication with team members.
Work with the other Service Desk support technicians and other support personnel to meet Global KPI requirements.
Remote support to office end users (Windows, MS Office, Outlook, Passwords, Virtual Collaboration Tools, Print, other COTS applications) Support Authorization issues (password issues, account lockouts)
Other duties as assigned by management.
JobSupport Professional A
Primary Skill DomainService Desk - Remote Desktop Support - Windows PC
Specify mandatory SkillsLanguage: English proficiency rating CEF1.
Skills according to Job description for Support Professional A.
Excellent Customer (1.) To develop and guide the team members in enhancing their technical capabilities and increasing productivity (2.) To monitor and track tickets/change requests and manage SLAs. (3.) To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations (4.) To work towards continuous improvement and perform root cause analysis on an ongoing basis.

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