Description

• Work within the guidelines and routines defined for the product or assignment
• Work to ensure relevant KPI/PI’s goals for the team they are working with are met for the product or assignment
• Provide the end user the support that is agreed upon
• Provide information to end users in the event of operational disturbances
• Act as action owner of the cases or orders they are assigned to
• Determine and assign correct priority on created or received cases and act according to given instructions
• Escalate cases to other support functions when necessary
• Perform incident resolutions and request fulfilments
• Contribute to the identification and escalation of problems in supported services and solutions
• Contribute to knowledge management and the documentation of errors and known work arounds
• Follow the requirements concerning Information Security described in HCLTech Policy
• Utilize and contribute to the HCL Knowledge Management System
• Support 2nd and 3rd line teams with problem identification and resolution as required
• Act as dispatcher of incoming tasks
• Ensure correct use of applicable security policies and raise security issues where discovered
• Drive the identification and escalation of problems in supported services and solutions
• Drive knowledge management and the documentation of errors and known work arounds
• Contribute to discussions on methods to improve team efficiency and delivery quality
• Drive methods to improve team efficiency and delivery quality
• Participate in development of new operation techniques and contribute to designing solutions in support
• Coordinate and secure specialized training for specific support tasks requiring unique knowledge

Key Skills

Education

Bachelor's degree