Job Summary

• Provide 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

Key Responsibilities

• Phone 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 systems
• Windows 10 and Windows 11
• macOS
• Active Directory
• Exchange Online
• ITSM ticketing tools such as ServiceNow
• User account creation for Active Directory
• Exchange Mailboxes and Distribution Lists
• Remote desktop connectivity applications such as SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• Microsoft 365/Office 365, including Teams
• Internet browsers such as Edge, Chrome, and Safari
• VPN and remote dial-in users
• Laptop, desktop, and printer support
• Mobile device support and Intune

Adobe Acrobat and other common desktop applications

Skill Requirements

• Excellent 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

Other Requirements

• Ability 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 Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality

Proficient in English and Canadian French, both verbal and written

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 Requirements

• Preferred MCP/MSCE/MSCA, HDI CSS, or Cisco certification.
• ITIL V4 or V5 knowledge preferred, especially in:
• Service Desk
• Incident Management
• Problem Management

Change Management