Job Summary
Responsibilities: -Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end usersRoute problems to 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 issue 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 SOPsPerform user account management activitiesEscalate complex problem to appropriate support specialistsResponsible 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 problemsIdentify, evaluate and prioritize customer problems and complaintsMay train users and operators on a limited basis and/or may write training proceduresParticipate in on-going training and departmental developmentRoutine maintenance updates with other IT staff and business unitsProvide all required documentation including standards, configurations and diagramsProvide knowledge transfer of EUC operations
Key Responsibilities
Responsibilities: -Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end usersRoute problems to 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 issue 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 SOPsPerform user account management activitiesEscalate complex problem to appropriate support specialistsResponsible 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 problemsIdentify, evaluate and prioritize customer problems and complaintsMay train users and operators on a limited basis and/or may write training proceduresParticipate in on-going training and departmental developmentRoutine maintenance updates with other IT staff and business unitsProvide all required documentation including standards, configurations and diagramsProvide knowledge transfer of EUC operations
Skill Requirements
- Excellent communication and conversation skills (Verbal and Written), B2 level English communication skill- 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