Job Description :
Job Description L1 Service Desk General Description 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 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 Other responsibilities as assigned by HCL Management 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: Windows 10, Windows7, Windows Vista, Windows XP Servers: Windows 2008 Knowledge of Active Directory, Exchange 2003/2007 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, ServiceNow 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, 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (e.g. Explorer, Chrome, Firefox) VPN and remote dial-in users Support for laptop, desktops, and printers PDA and blackberry support 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 great customer handling skills Able to handle unforeseen situations High level of acceptance Can drive HCL's value and its methodology Other Skills and Experience Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared Ability to learn new information quickly and the willingness to do so at all times 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 Customer Focus Teamwork Technical Expertise Interpersonal Effectiveness Concern for Order and Quality Certification Requirements Preferred CompTIA A+ Preferred MCP / MCSA Preferred ITIL knowledge on Service Desk, Incident, Problem, and Change Management Education Requirements High School Diploma or equivalent Preferred 2 to 4 years of College Experience in the last 12 months 6 months Service Desk 12 months telephone customer support 6 months experience trouble shooting hardware, software, and network issues