SR. ADMINISTRATOR
Tampa , FL
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Job Description
SR. ADMINISTRATOR
Florida
2.5-5 Years
USA
SR Number
HCLI/HCLI/2021/1436596
Job Description (Posting).
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users
Route 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 appropriate
support 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 SOPs
Perform user account management activities
Escalate complex problem to appropriate support specialists
Responsible 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 problems
Identify, evaluate and prioritize customer problems and complaints
May train users and operators on a limited basis and/or may write training procedures
Participate in on-going training and departmental development
Routine maintenance updates with other IT staff and business units
Provide all required documentation including standards, configurations and diagrams
Provide 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
Hillsborough County
Entity
INFRA
Auto req ID
801894BR
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
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Job Summary
Company
HCL America, Inc.
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open