Job Description :
Job title: Service Desk Languages: French Speaking person. Location: Remote Rate: $Negotiable Duration: 12 months General Description Responsibilities :- 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 circumvention's. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate o support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; 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 Technical Requirements Phone support experience necessary. Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Hands-on work experience with the following: Windows Operating systems Clients: Windows10, Windows7, Windows Vista, Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003, Windows 2008, Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center User account creation for Active Directory, Exchange Mailboxes, Distribution lists 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), Soft Skills - Excellent communication and conversation skills (Verbal and Written) - Good documentation skills - Good working knowledge of MS OFFICE (Including MS Project and Visio) - Should have a great customer handling skills - Able to handle unforeseen situations - High level of acceptance - Can drive HCL's value and its methodology