Dear Student
It is to inform all our unplaced students to reach DCA, Block-7, PGDM tomorrow at 9 am , no specific eligibility, students who has back logs and less percentages can also appear for the process. This will be great opportunity to get maximum offers. Students have to bring their resumes and credentials and appear directly tomorrow.
Dr.Prashant Mukherjee
| 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 (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 | |||
| Freshers with proper training from Collabera can apply | |||
| 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 | |||
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