Analyst

Company: HCL Technologies Ltd.
Location: Dallas
Posted on: June 12, 2021

Job Description:

Job Description (Posting).

Track: SERVICE DESK

EXPERIENCE: - 0- 5 years

Roles & Responsibilities

• Windows XP client related issues.
• Lotus Notes Client, how to configure the client & all level of trouble shooting.
• MS office (Word, Excel, Powerpoint), repair, installation & trouble shooting.
• Networking Concepts, TCP/IP, Lan, Wan,
• VPN, IPass & Wireless application support.
• Antivirus Software's
• Basic knowledge of Hardware related issues.
• Ready to work only in 24*7
• Remote tools
• Good Communication skills.
• Should Read/Write/Speak English language.
• Having good understanding about DCOPS monitoring and L1 functions
• Basic knowledge on hardware side in servers, clients and network devices.
• Knowledge on Windows operating system, Basic understanding about Backup
• Basic Knowledge on MSPatching and patching process
• Should have basic troubleshooting and problem determination skills
• Exposure to IT Infrastructure Monitoring tool and ticketing tool
• Monitoring CA Spectrum for Network alerts, Sever related alerts.
• Monitoring Backup job's and Tape management activity for.
• Monitoring Nagios for applications related alerts.
• Monitoring SCOM for windows, SQL and exchange alerts
• Monitoring DB Insight for database related alerts.
• Network Operations Center team handles link down, bandwidth utilization, wan link down, bad link detected alerts.
• CA ehealth check is to check the status of network devices and used for report generation.
• CA Service Delivery Manager is the ticketing tool.
• Problem Management for Link Down Issue.

(1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases (5.) To update worklogs and follow shiftor escalation process and process compliance (6.) Work on value adding activities such Knowledge base update and self development

Keywords: HCL Technologies Ltd., Dallas , Analyst, Other , Dallas, Texas