Job Summary

To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

Service Desk : English and Mandarin

General Description
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
Technical Requirements
·         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 Operating systems
·         Clients: Windows7, Windows Vista, Windows XP, Windows 2000
·         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
·         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, and printers
·         PDA and blackberry support
·         Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Soft Skills
-       Excellent communication and conversation skills English and Mandarin(Verbal and Written)
-       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 Skills / Experience
·         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)
Relavant :   6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware,
involving hardware, software, and networks.
Certification requirements
-       Preferred MCP/MSCE/MSCA or HDI CSS
-       ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred