| Responsibilities
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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. |
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| · Coordinate and manage relationships with vendors and support
staff that provide hardware / software / network problem resolution. |
| · Administer
and provide User account provisioning. |
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| · Use the Incident Management System to document and manage
problems and work requests and their respective resolutions and
circumvention's. |
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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. |
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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 |
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| Escalate complex problem to
appropriate support specialists |
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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) |
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| . Troubleshoot client software and basic
network connectivity problems |
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| . Identify, evaluate and prioritize
customer problems and complaints |
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| . May train users and operators on a
limited basis and/or may write training procedures |
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| . Participate in on-going training and
departmental development |
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| . Routine maintenance updates with other
IT staff and business units |
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| . Provide all required documentation
including standards, configurations and diagrams |
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| . Provide knowledge transfer of EUC
operations |
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| Technical
Requirements |
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Phone support experience necessary. |
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Technical helpdesk or technical call center experience
is necessary. |
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Disciplined, systematic problem solving skills required. |
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Hands-on work experience with the following: |
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Windows Operating systems |
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Clients: Windows7, Windows Vista, Windows XP, Windows
2000 |
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Servers: Windows 2000, Windows 2003, Windows 2008, |
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Knowledge of Active Directory, Exchange 2003/2007 |
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ITSM ticketing tools such as Remedy, HP Service Center,
Peregrine Service Center |
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User account creation for Active Directory, Exchange Mailboxes, Distribution
lists |
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Remote desktop connectivity applications like SMS,
Bomgar, WebEx, Live Meeting, and Windows Native tools |
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MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel,
MS-PowerPoint, MS-Outlook, MS Project, and MS Visio |
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Internet browsers (e.g. Explorer, Chrome, Firefox), |
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VPN and remote dial-in users |
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Support for laptop, desktops, and printers |
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PDA and blackberry support |
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Others: Adobe Acrobat and other common desktop
applications like Winzip, etc |
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| Soft
Skills |
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| - 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 |
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| Other
Skills / Experience |
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| · Ability to
successfully provide hardware/software/network problem analysis and
resolution support over the phone. |
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Personal dedication to providing high quality, superior service at all
times. Ability to finish what is
started is a must. |
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Ability to integrate as a cross-functional, team player in a fast-paced
environment where all information is shared. |
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Ability to learn new information quickly and the willingness to do so at all
times. |
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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. |
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Customer Focus |
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Teamwork |
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Technical Expertise |
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Interpersonal Effectiveness |
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Concern for Order and Quality |
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| Years of Experience |
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| Freshers with proper training from Collabera can
apply |
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| Certification
requirements |
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| - 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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