Responsibilities:
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users Handle calls, Chats, emails, self support portal tickets from end users.
- Provide VIP support.
- 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 circumventions.
- 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),
VPN and remote dial-in users
Support for laptop, desktops, and printers
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
-Should have a great customer handling skills
-Able to handle unforeseen situations
-High level of acceptance
-Can drive HCL's value and its methodology
Other Skills / Experience:
- Ability to learn and adapt to new technologies and additional responsibilities and challenges.
- Logical thinking and situation / conflict management.
