Service Desk

5 months ago

Havant, United Kingdom HCL Tech Full time

HCLTech is a leading IT services provider with employee base of 2700+ in the UK. Our customers are spread across industries with several coming from Fortune 500 and Fortune 1000 companies both in the UK and globally. We have a number of offices and delivery centers spread throughout the UK with our Head Office in London.

**This is Contractual role**
- 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.
- 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 Service Desk operations

**Technical Requirements**
- Phone support experience necessary.
- Technical Service desk 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
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Vision
- Internet browsers (e.g. Explorer, Chrome, Firefox),
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- PDA and blackberry support

**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 Service 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**

1 - 3 years of Service 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 or Cisco certification
- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

**Education requirements**
- Total: 3-4 years of university education post High school (B.Sc. or Diploma)
- Bachelors / Masters / Equivalent
- Background check: Successful completion of a pre-employment background check

What we offer:

- Competitive salary
- Opportunity for career progression
- Young and vibrant team environment
- Social benefits package
- Professional on-boarding and on-going trainings

**Job Type**: Fixed term contract
Contract length: 12 months

**Salary**: £18,000.00-£22,000.00 per year

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Technical support: 3 years (preferred)
- Customer service: 3 years (preferred)

Work Location: In person

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