Job Summary

The Analyst in Support & Operations plays a vital role in delivering high-quality Level 1 remote desktop support. This position is essential for ensuring the effective resolution of tickets while adhering to service level agreements (SLAs) and maintaining a positive customer experience through efficient problem diagnosis and resolution.

Key Responsibilities

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

Skill Requirements

·         Phone support experience necessary.     
·         Technical helpdesk or technical call centre experience is necessary.
·         Disciplined, systematic problem solving skills required.
·         Hands-on work experience with the following: 
·         Windows Operating systems     
·         Clients: Windows10, Windows 11 
·         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, Service Now  
·         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, mobile device and printers    
     
·         Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Other Requirements

-       Excellent communication and conversation skills (Verbal and Written) - English & German
-       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
-       Can drive HCL’s value and its methodology
 
·         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               
-       Preferred MCP/MSCE/MSCA or HDI CSS
-       ITIL knowledge especially on Service Desk, Incident, Problem, and Change Management preferred
 
Total        :  3-4 yrs of University education post High school (B.Sc. or Diploma)
Relavant :   6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware,involving hardware, software, and networks.