Description
Service Desk Support Specialist (3-5 years exp):
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, Win 8+ and Win 10
Knowledge of Active Directory, Office 365 ITSM ticketing tools such as Remedy, Service Now. User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like Skype for Business, Windows remote assitance etc.
MS Office Suite (XP, 2003, 2007, 2010, 2013, 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio Internet browsers (eg Explorer, Chrome, Firefox, Edge), VPN and remote dial-in users
Support for laptop, desktops, and printers PDA and Mobile device management
Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Knowledge of Remote Desktop tools Working knowledge of applications running across multiple platforms like Windows, etc. Understand of ITIL processes. Working knowledge of Ticketing system for Incident management. Working knowledge of applications running across multiple platforms like IBM-AIX, Windows - Active Directory, etc Analytical and Root cause analysis User account creation for Active Directory, Exchange Mailboxes, Distribution lists VPN and remote dial-in users Servers: Windows 2000, Windows 2003, Windows 2008, Windows 2012 Knowledge of Active Directory, Exchange , Office 365 VPN and remote dial-in users Windows Operating systems Clients: Windows7, Windows Vista, Windows XP, Windows 2000, Windows 8+, Windows 10
Soft Skills
- Excellent communication and conversation skills (Verbal and Written) - English
- 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 mobile phone device during the week.
Customer Focus Teamwork
Technical Expertise Interpersonal
Effectiveness
Concern for Order and Quality
Years of Experience Relavant: 3-5 years of help desk/desk side, customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.
Total: 3-5 years of University education post High school (B.Sc. or Diploma) Certification requirements - Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification - ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Education requirements - Bachelors/Masters/Equivalent Reviewed by Approved by Date Posted Date Hired