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IT Service Operations Manager
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HCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. FSO (Field Services Operations) Manager
FSO (Field Services Operations)
Service Desk
Operations management, customer engagement, and team coordination
Relavant : 3 years of help desk, voice customer service, and support experience with problem solving involving
involving hardware, software, and networks.
handling KBs and SLAs, Service Desk metrics, KPI management and solid strengths on the technical and L2 side, and hands-on L1 Service Desk.
experience with direct client communication in a Field Support setting.
Provide 24x7x365 Tier 1 support as the single point of contact for all IT incidents and service requests.
The desk will resolve common issues remotely, conduct satisfaction surveys, and generate monthly performance reports aligned with ITIL standards and Customer SLAs.
Provide integration with other Customer Service Desk such as Alestra and Innova Print.
Must be a native Spanish speaker with B2 / B1 English skills
Should be willing to work from office at HCL Mexico GDC
Good working knowledge of MS OFFICE (Including MS Project and Visio)
- 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.
· Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
. support teams and follow up until closure.
. Provide level 1 remote desktop support and perform other activities based on SOPs
. Perform user account management activities
Escalate complex problem to appropriate support specialists
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., presentation graphics, database management systems, electronic mail, and communications)
. Troubleshoot client software and basic network connectivity problems
. May train users and operators on a limited basis and/or may write training procedures
. Participate in on-going training and departmental development
. Routine maintenance updates with other IT staff and business units
. Provide all required documentation including standards, configurations and diagrams
. Phone support experience necessary. Typing Speed of 40 WPM with 90%+ Accuracy is required.
· Technical helpdesk or technical call center experience is necessary.
· Windows Operating systems
· Windows7, Windows Vista, Windows XP, Windows 2000
· Servers: Windows 2000, Windows 2003, Windows 2008,
· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
· MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
· Internet browsers (e.g. Explorer, Chrome, Firefox),
· Support for laptop, desktops, and printers
· PDA and blackberry support
· Adobe Acrobat and other common desktop applications like Winzip, etc
Major Medical Expenses Insurance
~ Minor Medical Expense Insurance
~ Additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals.
If you're interested, send us your resume in English to ana.
