Job Summary
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
Key Responsibilities
| · English, Finnish 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 and MAC Operating systems | ||
| · Clients: Windows10, Windows 11 | ||
| · Support for laptop, desktops, and printers | ||
| · Knowledge of Active Directory, and Azure AD | ||
| · ITSM ticketing tools such as Remedy, ServiceNow | ||
| · User account creation for Active Directory, Exchange Mailboxes, Distribution lists | ||
| · Remote desktop connectivity applications like LogMeIn, Bomgar, WebEx, Live Meeting, and Windows Native tools | ||
| · MS Office Suite : 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 | ||
| · Others: Adobe Acrobat and other common desktop applications like Winzip, etc | ||
Skill Requirements
| - Excellent communication and conversation skills (Verbal and Written) - English, Finnish | |||
| - 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 | |||
Other Requirements
· 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 Total : 3-4 yrs of University education post High school (B.Sc. or Diploma