HCLTech Bogota, D.C., Capital District, Colombia
Service Support Desk
HCLTech Bogota, D.C., Capital District, Colombia
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
- Respond to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolat...