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Sevice desk L2 support Technician

3 months ago

Watford, Hertfordshire, United Kingdom Ubique Systems Full time
Job Description

Service Desk Specialist - English (Full Time)

Workplace: United Kingdom

This is a Service Desk Specialist role (24*7 environment) which involves end user support on Service Desk escalated tickets. It also includes handling user access management tasks (Onboarding/Offboarding/Distribution List/Shared mailbox etc.) in Active Directory and Exchange/O365 environments.

Responsibilities:

Troubleshoot Service Desk escalated issues.

Handle User Access Management tasks

Use the Ticketing system to document and manage incidents and work requests and their respective resolutions and circumvention's.

Assign work orders / incidents to appropriate support teams (2nd & 3rd level) and follow up until closure.

Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

Additionally, work closely with peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.

Work closely with Incident Management support staff to obtain technical knowledge and to permanently solve problems.

Perform effectively as project team member as required for help desk projects and internal assignments.

Manage user accounts across applications running on various platforms (e.g., Windows, Active Directory, Exchange)

Create and administer LAN accounts, Global Groups, email accounts for new users

Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms)

Standardize network resources as per client requirements and grant permissions on them

Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient way

Technical Requirements:

Phone support experience necessary.

Technical helpdesk experience is necessary.

Understanding of ITIL processes

Ability to define processes and implement them as per need.

Ability to conduct Root Cause Analysis

Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone.

Exposure to Active Directory/Security Groups/OUs

Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists, Security Groups, Email Contacts, Shared Mailbox etc.

  • Hands-on work experience with the following:
  • ticketing tools: Example: Remedy, ServiceNow etc.
  • Windows Client Operating system: Windows 7,8,10,11, etc.
  • Knowledge of Active Directory, Microsoft Exchange, Microsoft 365
  • VPN and remote dial-in users
  • Virtual Environment: Citrix and VDIs
  • Encryption: BitLocker etc.
  • Support for laptop, desktops, and printers
  • Smartphones, Tablet. PDA and blackberry support
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting
  • Collaboration Applications: Teams, Jabber etc.
  • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook
  • Internet browsers (e.g. Internet Explorer, Chrome, Firefox)
  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Other Skills / Experience:

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.

Customer Focus

Teamwork

Technical Expertise

Interpersonal Effectiveness

Concern for Order and Quality

Desire to reinforce HCL's values and methodology

Should be comfortable working in a 24 * 7 evironment.

Soft Skills:

Excellent communication and conversation skills (Verbal and Written)

Fluent English

Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations.

Ability to ensure high level of customer satisfaction and acceptance

Ability to acquire new information quickly and the willingness to do so always

Good documentation skills

Certification Requirements:

ITIL knowledge of V2/V3/V4 especially on Service Desk related modules i.e., Incident, Request Problem, and Change Management

Language Requirements:

Fluent English

Education:

Total: 3-4 yrs of University education post High school (B.Sc. or Diploma)

Experience:

Relevant: 2-3+ years of help desk/service desk and user access management support experience with problem solving involving hardware, software, networks.