Service Desk

Responsibilities: -

Basic understanding of hardware/software/network problem diagnosis/resolution via telephone

Route problems to internal 2nd and 3rd level IT support staff.

Coordinate and manage relationships with vendors and support staff.

Administer and provide User account provisioning.

Use the Incident Management System to document and manage problems.

Responds to telephone calls, email, instant messages, and assigned ticket to support teams

and follow up until closure.

Respond to, and diagnose, problems through discussions with users and follow-up steps;

Provide level 1 remote desktop support and perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of presentation

graphics, database management systems.

Troubleshoot client software and basic network connectivity problems

Identify, evaluate and prioritize customer problems and complaints

Provide all required documentation including standards, configurations and

Provide knowledge transfer of EUC operations

Technical Requirements:

International Voice process which involves rotational offs and shifts covering Client and U.S.

holidays with an entirely work from office environment.

Disciplined, systematic problem-solving skills required.

Hands-on work experience with the following:

Windows Operating systems and Mac

MS Office Suite: O365 office suite (2016, 2020) MS-Word, MS-Excel, MS-PowerPoint, and

Outlook/Exchange

Working knowledge of Windows Servers, Virtual desktop (Citrix)

Basic knowledge of Active Directory, Azure AD (additional advantage)

ITSM tools such as Service Now, Remedy.

User account creation for Active Directory, Exchange Mailboxes O365

Remote desktop connectivity applications like SMS, Bomgar, Webex.

Internet browsers (e.g. Explorer, Chrome, Firefox),

VPN and remote dial-in users

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Soft Skills:

Excellent communication and conversation skills (Verbal and Written) is mandatory.

Good documentation skills

Good working knowledge of MS OFFICE (Including MS Project)

Should have a great customer handling skill

Able to handle unforeseen situations

High level of acceptance

Can drive HCL's value and its methodology

Other Skills / Experience:

Ability to successfully provide hardware/software/network problem analysis/Printer

Personal dedication to providing high quality, superior service always

Ability to integrate as a cross-functional, team player in a fast-paced env

Ability to learn new information quickly and the willingness to do so at all

Ability to work flexible hours from time to time to cover for other help desk.

Customer Focus

Logical thinking and Ability to manage multiple tasks simultaneously.

Teamwork

Technical Expertise

Interpersonal Effectiveness

Concern for Order and Quality

Years of Experience:

Total: 6 months - 4 years or more experience in help desk, voice customer service, and support

involving hardware, software, and networks.

Education requirements:

Associate Graduate (Undergraduate) or more with experience of at

least 6 or more months.