Job Summary
Responds to telephone calls, email, instant messages, and assigned tickets from users. • Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users. • Route problems to internal second and third level IT 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. • Identify, evaluate, and prioritize customer problems and complaints. • May train users and operators on a limited basis and/or may write training procedures. • Assign work orders / incidents to appropriate support teams and follow up until closure. • Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts • Use Service Now to document and manage incident and Service requests and their respective resolutions. • Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork. • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments. • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
Key Responsibilities
3-5 yrs of university education post High school (B.Sc. or Diploma) • Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc. • 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks. • Phone & Chat 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, Windows 10, Windows 11 • Servers: Cloud AWS/ Azure, GCP • Remote desktop connectivity applications • MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365 • Internet browsers (e.g. Edge, Chrome) • VPN/ CISCO Any Connect/ Ping ID/ MFA • Support for laptop, desktops, and printers. • iPhone and Android devices familiarity • Application: Adobe/ SAP/ Warehouse management etc. • Basic knowledge of ITIL, Incident/ Problem/ Change. Job Description for EUC ServiceDesk Analyst\\\\r\\\\n \\\\r\\\\nJob Position: IT Analyst – Helpdesk\\\\r\\\\nDesignation: Analyst/Sr. Analyst\\\\r\\\\n \\\\r\\\\nJob Description\\\\r\\\\n \\\\r\\\\n• Responds to telephone calls, email, instant messages, and assigned tickets from users.\\\\r\\\\n• Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users.\\\\r\\\\n• Route problems to internal second and third level IT support staff.\\\\r\\\\n• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.\\\\r\\\\n• Administer and provide User Access and Exit controls.\\\\r\\\\n• Identify, evaluate, and prioritize customer problems and complaints.\\\\r\\\\n• May train users and operators on a limited basis and/or may write training procedures.\\\\r\\\\n• Assign work orders / incidents to appropriate support teams and follow up until closure.\\\\r\\\\n• Provide level 1 remote desktop support and perform other activities based on SOPs & L1 Scripts\\\\r\\\\n• Use Service Now to document and manage incident and Service requests and their respective resolutions.\\\\r\\\\n• Work closely with help desk peers in cross-training, development/ implementation of operational excellence procedures and fostering teamwork.\\\\r\\\\n• Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.\\\\r\\\\n• Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.\\\\r\\\\n \\\\r\\\\nEligibility, Knowledge, Skills & Experience\\\\r\\\\n \\\\r\\\\n• 3-5 yrs of university education post High school (B.Sc. or Diploma)\\\\r\\\\n• Certification. Preferred A+/ ITIL/ Microsoft/ Cloud/ MCP/ MSCE/ MSCA etc.\\\\r\\\\n• 1-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.\\\\r\\\\n• Phone & Chat support experience necessary.\\\\r\\\\n• Technical helpdesk or technical call center experience is necessary.\\\\r\\\\n• Disciplined, systematic problem-solving skills required.\\\\r\\\\n• Hands-on work experience with the following:\\\\r\\\\n• Windows Operating systems\\\\r\\\\n• Clients: Windows 7, Windows 10, Windows 11\\\\r\\\\n• Servers: Cloud AWS/ Azure, GCP\\\\r\\\\n• Remote desktop connectivity applications\\\\r\\\\n• MS Office Suite (2019): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio or Office 365\\\\r\\\\n• Internet browsers (e.g. Edge, Chrome)\\\
Skill Requirements
Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skill. • Able to handle unforeseen situations. • High level of acceptance • Can drive HCL’s value and its methodology.
Other Requirements
Excellent communication and conversation skills (Verbal and Written) • Good documentation skills • Should have a great customer handling skill. • Able to handle unforeseen situations. • High level of acceptance • Can drive HCL’s value and its methodology.