Apprentice

il y a 3 semaines


Paris, Île-de-France HCL Technologies Temps plein

Requisition Number

1402534BR

Job

Analyst

Experience

0-2.5 Years

Job Description (Posting).

2. DOCUMENTATION MANAGER2.1. MissionThe documentation manager will write technical processes in two formats- Runbook that will describe a specific activity- One pager documentations that will consist in a unitary action graph2.2. Job Description Create technical documentation. Ensure HCL format compliance. Work in collaboration with HCL Intl documentation manager (A.Fornasier) and HAM representatives. Train new technicians to the technical on-site processes (On-Boarding support) Participate in customer reviews. Propose processes improvements. Perform process audits to ensure correct appliances.2.3. Job Requirements 1-2 years training Level : Engineering school.Tutor/RM would be Frederic Fuchs (1.) To maintain high login Efficiency (Availability) for customers. (2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.) Work on value adding activities such Knowledge base update and self development. (5.) To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies. (6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.

Qualification

B-Tech

No. of Positions

1

Skill (Primary)

DWP-FSS-Desk Side Services

Employee Group

Contract

Entity

INFRA

Expected Date of Closure

01-Jul-2024

Reporting Manager Designation

CONSULTANT



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