Job Description
Perform varying degrees of problem analysis, resolution of application and hardware issues relating to Laptops, Desktops & Apple mobile device of Executives. Perform the below activities while adhering to Service Level Agreements (SLA) and be able to independently prioritize based on urgency & Executive.
Responsibilities include :
- Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software
- Become familiar with local and regional infrastructure, key contacts, and escalations in regards to other teams in the business
- Perform break-fix support for a wide range of hardware and software
- Demonstrate outstanding understanding and communication when working with clients
- Work with vendors to add / change / remove account contracts
- Support a standard set of applications and validate those applications when new versions are released for compatibility
- Be quick and responsive, as the devices are usually used by high-profile customers
Additional responsibilities :
Contribute to special assignments to increase the maturity of the CoE, e.g. budgeting tool designAnalyze and prepare data cuts as per review requirementsContribute research and data gathering as needed, e.g. opening operations in new geosCompile data and slides from different sources for the whole function review with senior managementUpdate information and run validation to keep it current, e.g. PMSUnderstand the requirements of the customer from the process & application (HCL employees, managers, HR)J-18808-Ljbffr