IT Senior Analyst
HCL Incorporated
مجموع سنوات الخبرة :4 years, 1 أشهر
• Receive inbound calls for initial troubleshooting, network password reset, application password resets, etc.
• Expertise in remote sessions (Teams control, Logmein app, GoToAssist, and Admin remote tool)
• Solid understanding of desktop operating systems, services, and applications
• Solid understanding of granting permissions via AD, AD password reset, unlocking of AD accounts, disabling AD accounts, checking of member groups through AD, etc
• Citrix director, Citrix workspace log-off and disconnect, reset of Citrix session, etc.
• Knowledge of MFA and Bitlocker
• Excellent communication skills, ability to de-escalate callers, critical thinking and problem solving.
• Knowledgeable in Ticket creation through ServiceNow.
• Ability to work in a team both local and remote.
• Familiar with ITIL, SLA, and ticket urgency or impact.
Provide first-level technical support and Self-service tickets.
• Manage and track customer issues such as PC hardware, operating systems, software installations and configuration, and Remote Desktops.
• Document all technical inquiries, and develop and review content for the knowledge base.
• Excellent knowledge of Outlook, Windows Mail, and other mail provider regarding mail issues and troubleshooting.
• Providing technical support on printer set-up wirelessly, print and scan issues, and hardware problems.
• Implement the Company Safety Rules and Regulations at the site.
• Conduct risk assessment and enforce preventative measures review existing policies and measures and update according to legislation
• Inspect premises and the work of personnel to identify issues or non-conformity (e.g., not using protective equipment)
• Oversee installations, maintenance, disposal of substances, etc.
• Stop any unsafe acts or processes that seem dangerous or unhealthy.
• Make the parts request in every Job order of every item with indicated quantity and Sub-cons. Computation of manpower and number of days for working hours and overtime every month.
• Planning for items to be machined in a given time following the master plan. Creating a Master plan aligned with the loading schedule for production.
• Reporting for the delayed and not good quality in the machinery. Make necessary changes to catch up with the schedule. Coordinate with the Quality Control Department.
• Make reports to the Japanese for the production status and make necessary revisions according to demands.