Job Description :
Helpdesk Consultant
Location:- Cary, NC
Duration:-6 month
Interview:- Phone/ Skype

Responsibilities :-

o Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer''s end users
o Route problems to internal 2nd and 3rd level IT support staff.
o Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
o Administer and provide User account provisioning.
o 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
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
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
presentation graphics, database management systems, electronic mail, and communications)
. Troubleshoot client software and basic network connectivity problems
. Identify, evaluate and prioritize customer problems and complaints
. 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
. Provide knowledge transfer of EUC operations

Technical Requirements

o Phone support experience necessary.
o Technical helpdesk or technicalcall center experience is necessary.
o Disciplined, systematic problem solving skills required.
o Hands-on work experience with the following:
o Windows Operating systems
o Clients: Windows7, Windows Vista, Windows XP, Windows 2000
o Servers: Windows 2000, Windows 2003, Windows 2008,
o Knowledge of Active Directory, Exchange 2003/2007
o ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
o User account creation for Active Directory, Exchange Mailboxes, Distribution lists
o Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
oMS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
o Internet browsers (e.g. Explorer, Chrome, Firefox),
o VPN and remote dial-in users
o Support for laptop, desktops, and printers
o PDA and blackberry support
o Others: Adobe Acrobat and other common desktop applications like Winzip, etc

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 customerhandling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive HCL''s value and its methodology

Other Skills / Experience:
o Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
o Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
o Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
o Ability to learn new information quickly and the willingness to do so at all times.
o Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
o Customer Focus
o Teamwork
o Technical Expertise
o Interpersonal Effectiveness
o Concern for Order and Quality

Years of Experience

Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)
Relavant : 6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware,
involving hardware, software, and networks.

Certification requirements

- Preferred MCP/MSCE/MSCA or HDI CSS
- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred