Administrator (Support & Operations)

India
Permanent
Full-time

5 hours ago

We use cookies for the best user experience on our website, including to personalize content & offerings, to provide social media features and to analyze traffic. By clicking “Accept All Cookies” you agree to our use of cookies. You can also manage your cookies by clicking on the "Cookie Preferences" and selecting the categories you would like to accept. For more information on how we use cookies please visit our and Modify Cookie PreferencesReject All Cookies Accept All CookiesAdministrator (Support & Operations)ThailandJob DescriptionAdministrator (Support & Operations)Others, Krung Thep Maha Nakhon BangkokJob SummaryThe Tech Lounges at Ford are a ground breaking, creative, fun and rewarding place to work. There are 13 Tech Lounges globally providing a walk-in facility for employees to come and talk to \'Gurus\' to resolve technical problems and ask \'How do I...\' type questions.\r\nWe are looking for a consultant with customer service experience to provide face to face IT support to our employees in our Tech Lounge based at Dunton, Essex. In this role you will be part of an energetic and motivated team providing support by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities. The aim is to improve end user productivity, improve employee satisfaction and contribute towards a \'vibrant\' organization by empowering our employees and showcasing new and innovative products. To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.Key ResponsibilitiesDirect Face-to-Face customer support for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all Digital Worker provided services.\r\nProvide walk-up and Deskside support for a given coverage area.\r\nImprove end user's productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities.\r\nPartner, as required, with members of a given team or other IT teams as appropriate to ensure problem resolution and, if necessary, root cause identification.\r\nManage customer queues.\r\nDevelop and maintain accurate support documentation.\r\nIdentify potential escalations and proactively alert Tech Lounge Lead as needed.\r\nProvide ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.\r\nA strong desire to continuously learn, and share learnings with others.\r\nOverall, provide a world-class employee support experience with an exceptional emphasis on quality resolutions and customer support. 1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.Skill RequirementsRespond to user inquiries: Address hardware, software, and networking issues.\r\nSet up equipment: Install cables, operating systems, and software.\r\nTroubleshoot problems: Diagnose and resolve technical issues.\r\nProvide technical support: Assist users with software and hardware installation.\r\nConduct remote troubleshooting: Resolve issues without being on-site.\r\nMaintain records: Document technical issues and solutions.\r\nUpdate systems: Install software updates and patches.\r\nCustomer service: Ensure prompt and accurate support to increase client satisfaction.Other RequirementsA strong desire to continuously learn, and share learnings with others.\\\\r\\\\nOverall, provide a world-class employee support experience with an exceptional emphasis on quality resolutions and customer support.Information at a GlanceWhy HCLTech?At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.HCLTech is a global technology company, home to more than 226,300 people across 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. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.Copyright © 2025 HCL Technologies Limited×Cookie Consent ManagerWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.Required CookiesThese cookies are required to use this website and can't be turned off.Show More DetailsRequired Cookies Provider Description Enabled
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