Job Summary

HELPDESK L2 – Job DescriptionDivision/Department: EUC SBU 
Job Title: HELPDESK L2 
Stream: SERVICE DESKGeneral Description / ResponsibilitiesProvide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for customer end users.Route problems to internal 2nd and 3rd level IT support staff.Coordinate and manage relationships with vendors and support staff providing hardware, software, and network problem resolution.Administer and provide user account provisioning.Use the Incident Management System to document and manage problems, work requests, resolutions, and workarounds.Respond to telephone calls, emails, instant messages, and assigned tickets from users.Assign work orders/incidents to appropriate support teams and follow up until closure.Diagnose problems through discussions with users, including problem recognition, log analysis, research, isolation, resolution, and follow-up.Provide Level 1 remote desktop support and perform other activities based on SOPs.Perform user account management activities.Escalate complex problems to appropriate support specialists.Evaluate, analyze, and set up PC-based software products such as word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communication applications.Troubleshoot client software and basic network connectivity problems.Identify, evaluate, and prioritize customer problems and complaints.Train users/operators on a limited basis and/or prepare training procedures when required.Participate in ongoing training and departmental development.Perform routine maintenance updates with other IT staff and business units.Provide required documentation, including standards, configurations, and diagrams.Provide knowledge transfer of EUC operations. [Helpdesk -...rench.xlsx | Excel]Technical RequirementsPhone support experience is necessary.Technical helpdesk or technical call center experience is necessary.Disciplined and systematic problem-solving skills.Hands-on experience with: Windows operating systemsWindows 10 and Windows 11macOSActive DirectoryExchange OnlineITSM ticketing tools such as ServiceNowUser account creation for Active DirectoryExchange Mailboxes and Distribution ListsRemote desktop connectivity applications such as SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMicrosoft 365/Office 365, including TeamsInternet browsers such as Edge, Chrome, and SafariVPN and remote dial-in usersLaptop, desktop, and printer supportMobile device support and IntuneAdobe Acrobat and other common desktop applications

Key Responsibilities

Soft SkillsExcellent verbal and written communication and conversation skills.Good documentation skills.Good working knowledge of MS Office, including MS Project and Visio.Strong customer handling skills.Ability to handle unforeseen situations.High level of acceptance.Ability to drive HCL values and methodology.Proficient in English and Canadian French, both verbal and written. [Helpdesk -...rench.xlsx | Excel]Other Skills / ExperienceAbility to provide hardware, software, and network problem analysis and resolution support over the phone.Strong dedication to providing high-quality and superior service.Ability to complete tasks that have been started.Ability to work effectively as a cross-functional team player in a fast-paced environment.Ability and willingness to learn new information quickly.Ability to work flexible hours when required to cover other help desk staff and be on call during the week.Customer FocusTeamworkTechnical ExpertiseInterpersonal EffectivenessConcern for Order and QualityProficient in English and Canadian French, both verbal and written.

Skill Requirements

Experience RequirementsEducation/Total Experience: 
3–4 years of university education after high school (B.Sc. or Diploma).Relevant Experience: 
3–4 years of help desk, voice customer service, and support experience with problem-solving involving hardware, software, and networks. [Helpdesk -...rench.xlsx | Excel]Certification RequirementsPreferred MCP/MSCE/MSCA, HDI CSS, or Cisco certification.ITIL V4 or V5 knowledge preferred, especially in: Service DeskIncident ManagementProblem ManagementChange Management 

Education RequirementsBachelor’s / Master’s / Equivalent Classification: HCL Confidential – InternalI cleaned up the Excel formatting and converted the content into structured, copy-ready text while preserving the JD’s original meaning.

Other Requirements

Education RequirementsBachelor’s / Master’s / Equivalent Classification: HCL Confidential – InternalI cleaned up the Excel formatting and converted the content into structured, copy-ready text while preserving the JD’s original meaning.