WalkIn Drive Help Desk Support Engineer 3rd Jan

HCL is hiring for Help Desk Support Engineer Walk In Date 3rd January 2025Walk In Address HCLTech A 8 9 Maharaja Agrasen Marg Block A Noida Sector 60 Nearby Metro Station Sector 59 Time 11 00 AM to 5 00 PMContact Person Shikha Tanwar Vineeta SinghExperience Required 2 YearsDesignation AnalystShift Timings US ShiftWork Location Initially work from home may transition to work from office later Immediate Joiners OnlyPurpose Provide first level technical support for connectivity software and hardware products Troubleshoot complex issues remotely handle escalations and maintain accurate records in ServiceNow while ensuring customer satisfaction and adherence to service level agreements SLAs Key Responsibilities Diagnose and resolve connectivity issues with hardware software and peripherals Adhere to security policies and escalate unresolved issues to senior analysts or functional support groups Maintain ticket ownership until resolution or escalation Provide exemplary customer service ensuring clarity and understanding for non technical users Monitor and meet performance goals including KPIs and SLAs Document technical issues accurately for root cause analysis Stay updated on technical processes and organizational changes Qualifications 23 years in technical support or customer service Proficient with call tracking tools ServiceNow Five9 Strong analytical problem solving and communication skills Knowledge of PC operating systems networking and peripheral devices Familiarity with MS Office Suite browsers and connectivity software Degree in a computer related field is preferred Special Requirements Flexibility to cover shifts holidays and on call rotations Willingness to adapt to additional responsibilities as needed Products Supported Quanum eLabs Hardware peripherals AutoReceive broadband connectivity and application support Quanum eLabs for PSC Includes IDAA appointment scheduler Intelliquest and VPN connectivity Quanum eLabs for Healthcare Professionals Similar to eLabs with additional connectivity and printing support CPU Interface Resolving demographic errors connectivity issues and escalating failures Teleprinter Support Includes telecom laser printers and report tracking LIS Systems Support Troubleshooting QLS and non standard LIS systems Query Tool Password resets and user account modifications