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SR. ADMINISTRATOR

Company: HCL America Inc.
Location: Seattle
Posted on: April 9, 2021

Job Description:

SR. ADMINISTRATOR Washington 2.5-5 Years USA SR Number HCLI/HCLI/2021/1436665 Job Description (Posting). Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end usersRoute problems to internal 2nd and 3rd level IT support staff.Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.Administer and provide User account provisioning.Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriatesupport teams and follow up until closure.Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPsPerform user account management activitiesEscalate complex problem to appropriate support specialistsResponsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,presentation graphics, database management systems, electronic mail, and communications)Troubleshoot client software and basic network connectivity problemsIdentify, evaluate and prioritize customer problems and complaintsMay train users and operators on a limited basis and/or may write training proceduresParticipate in on-going training and departmental developmentRoutine maintenance updates with other IT staff and business unitsProvide all required documentation including standards, configurations and diagramsProvide knowledge transfer of EUC operations(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 Qualification B Tech, B.Sc (Hons), Diploma No. of Positions 1 Skill (Primary) DWP-FSS-Desk Side Services Employee Group Business Supp FT City Seattle Entity INFRA Auto req ID 801888BR HCL America, Inc. is proud to be an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

Keywords: HCL America Inc., Seattle , SR. ADMINISTRATOR, Other , Seattle, Washington

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