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Help desk

Company: HCL Technologies
Location: Cary
Posted on: September 15, 2019

Job Description:

Role: Help Desk - L2 Location: Cary, NC Duration: Permanent 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: Windows 7 / Vista / XP / 2000 / 10 - Servers: Windows 2003, 2008, 2012, 2016 - Knowledge of Active Directory, Exchange 2003 /2007 / 2013 / 2016 - 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, 2010, 2013, 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio - Internet browsers (e.g. Explorer, Edge, Chrome, Firefox) - VPN and remote dial-in users - Support for laptop, desktops, MAC, 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 a great customer handling skills -Able to handle unforeseen situations -High level of acceptance Other Skills / 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 Years of Experience Relavant : 2 - 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 or Cisco certification -ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred Thanks, Ramya **************

Keywords: HCL Technologies, Cary , Help desk, Other , Cary, North Carolina

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