ASSOCIATE CONSULTANT
Company: HCL Tech
Location: Pomona
Posted on: January 27, 2023
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Job Description:
Job Description (Posting)
Desk Side Services JD :
Responsible for assuring users are provided efficient and timely
first and second level support as per support hours.
Performs staff scheduling to ensure shift coverage during normal
business hours and on-call support as required.
Manages the DSS staff including consultation on performance
evaluations, promotions, hiring and disciplinary
responsibilities.
Accountable for meeting systems infrastructure or operational
Service Level Agreements agreed with Customer
Drive Projects like PC Refresh, Desktop to laptop,OS/Hardware
upgrades.
Perform Productivity Analysis and measure it with Industry
benchmarks.
Management skills are required to successfully perform the
planning, directing, reporting and administrative responsibilities
of this position
Demonstrated management and decision making skills concerning
Information Systems policies, processes and procedures, with a
proved track record of completing tasks and/or project within
budget and on schedule
Ability to manage multiple high priority initiatives in a fast
paced highly technical environment
Remains on-call during off-peak hours to respond to support service
issues & escalations
Provides staff support for administrative tasks and projects
relative to the Desktop, Wide Area Network, Local Area Network and
Telephone functions
Monitors problem management database and follows up with assigned
personnel to ensure timely resolution of problems
Ensures that daily, weekly, and monthly statistics, status reports,
and graphical reporting aids are completed and continually modified
to meet the needs of the Customer/HCL Management
Ensures that decisions made to improve the overall customer support
of the HDSS are continually carried through
Coordinates training requirements of DSS personnel
Contributes to departmental productivity and development objectives
by participating in training programs
Provides leadership by projecting a positive attitude, and
providing learning incentives
Accurately communicates pertinent information. Assists in the
development and implementation of quality improvement programs for
assigned department(s)
Solves problems and makes decisions on a daily basis relative to
DSS responsibilities. Ensures that effective DSS representation
takes place for the coordination of work processes and projects
with other departments and divisions
Interfaces with users of technology, employing a high degree of
tact and diplomacy to promote a positive image of DSS. Resolves
problem situations in a professional manner. Accurately
communicates pertinent information to create a work environment
that lends itself to the best interests of departmental personnel
and customer service
Performs duties in a cost-effective manner to avoid waste of
resources without jeopardizing quality of care and service
Maintains competency and enhances professional growth and
development through continuing education and conferences
Serves as the around-the-clock contact for all related support
issues, providing advanced first level technology support
Meets with technology technicians, attends seminars and reads
industry related publications to remain abreast of technology
advances and aid in the technology planning effort
Invokes problem escalation procedures to coordinate recovery
Isolates problem trends and ensures that troubleshooting efforts
are completed for recurring problems until permanent solutions are
found
(1.) To independently resolve tickets and esnure that the agreed
SLA of ticket volume and time are met for the team. (2.) To provide
support for on call escalations orL3 level support and doing
incident and problem management (3.) Work on value adding
activities such Knowledge base update and management, Training
freshers, coaching analysts and conducting intervie
Qualification
B-Tech
Skill (Primary)
DWP-FSS-Desk Side Services
Keywords: HCL Tech, Pomona , ASSOCIATE CONSULTANT, Professions , Pomona, California
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