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Helpdesk

Company: HCL America Inc.
Location: Cary
Posted on: January 16, 2020

Job Description:

--- Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users--- Route problems to internal I.M. support staff.--- Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.--- Administer and provide User Access and Exit controls.--- Proficiency in AD related task--- Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.--- Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.--- Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.--- Strong customer handling skills to drive Track level initiatives with customer.--- Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.--- Training: Be willing to participate & Provide in on the job and commercial training designed to enhance skills and support capabilities.--- Manage the allocated shift and run the Day to day operations.--- Work on Helpdesk Reporting, generating day to day reports, Adhoc reports as and when required.Eligibility, Knowledge, Skills & Experience--- 3-4 yrs of University education post High school (B.Sc. or Diploma)--- 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.--- Should have managed the shift or team in the past.--- Good Analytical skills required to analyze and improve the day to day operations.--- Prior Team/Shift Management experience.--- People Management Skills is a very strong Aspect.--- Phone support experience is mandatory--- Technical helpdesk or technical call center experience is necessary.--- Disciplined, systematic problem-solving skills required.--- Hands-on work experience with the following:o Windows Operating systems - Windows XP/ 7 /10 --- Remote desktop connectivity applications--- MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange--- MS Outlook:o Configuring the MS Outlook - via Exchange or POPo Making Calendar entries - setting up meetingso Sharing of calendar address book and contacts.o Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email.o Setting up Rules in MS outlook--- Internet Troubleshooting:o Knowledge of the working principles of DHCP and DNS.o Setting up/troubleshooting wired and wireless connections.o Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress.o Troubleshooting internet explorer issues - like secured sites not opening --- Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayed--- Proficient in VPN and remote dial-in users--- Support for laptop, desktops, and printers--- Proficient on PDA and blackberry support--- Others: Adobe Acrobat and other common desktop applications--- Willing to work in 24 x 7 operations#LI-PM1Skills: 3-4 yrs of University education post High school (B.Sc. or Diploma) 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. Should have managed the shift or team in the past. Good Analytical skills required to analyze and improve the day to day operations. Prior Team/Shift Management experience. People Management Skills is a very strong Aspect. Phone support experience is mandatory Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem-solving skills required. Hands-on work experience with the following:o Windows Operating systems - Windows XP/ 7 /10 Remote desktop connectivity applications MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange MS Outlook:o Configuring the MS Outlook - via Exchange or POPo Making Calendar entries - setting up meetingso Sharing of calendar address book and contacts.o Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email.o Setting up Rules in MS outlook Internet Troubleshooting:o Knowledge of the working principles of DHCP and DNS.o Setting up/troubleshooting wired and wireless connections.o Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress.o Troubleshooting internet explorer issues - like secured sites not opening Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayed Proficient in VPN and remote dial-in users Support for laptop, desktops, and printers Proficient on PDA and blackberry support Others: Adobe Acrobat and other common desktop applications Willing to work in 24 x 7 operationsExperience: 3-4 yrs of University education post High school (B.Sc. or Diploma) 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. - provided by Dice

Keywords: HCL America Inc., Cary , Helpdesk, Other , Cary, North Carolina

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