HCLI/HCLI/2019/1155369
HCL Technologies Limited
, 0-2.5 Years
2d ago

Job Description (Posting).

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
  • 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

  • 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 : 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),
  • Skill (Primary)

    BPS-Unified Service Desk-Helpdesk

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