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2 months ago
About HCLTech
HCLTech is a leading global technology company, with a presence in over 60 countries and a team of over 224,000 people. We deliver industry-leading capabilities in digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
We are a company that values innovation and entrepreneurship, with a startup mindset that drives us to push boundaries and achieve game-changing results. Our people are our greatest asset, and we empower them to find their spark and make a meaningful impact.
Job Summary
We are seeking a highly skilled Service Desk Operations Specialist to join our team. As a Service Desk Operations Specialist, you will be responsible for providing technical support and resolving issues related to hardware, software, and networks. You will work closely with our internal teams and vendors to ensure seamless problem resolution and customer satisfaction.
Key Responsibilities
- Provide technical support and resolve issues related to hardware, software, and networks via phone, email, and chat.
- Route complex problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff to ensure timely and effective problem resolution.
- Administer and provide user account provisioning.
- Document and manage problems and work requests using our Incident Management System.
- Respond to telephone calls, email, instant messages, and assigned tickets from users; assign work orders/incidents to appropriate support teams and follow up until closure.
- Diagnose and resolve problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
- Perform user account management activities.
- Evaluate, analyze, and set up 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.
- Train users and operators on a limited basis and/or write training procedures.
- Participate in ongoing 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.
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: Windows 7, 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 Vision.
- 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.
Preferred Qualifications
- 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.
What We Offer
- Competitive salary.
- Opportunity for career progression.
- Young and vibrant team environment.
- Social benefits package.
- Professional on-boarding and ongoing trainings.
Benefits
- A supportive, diverse, and global team with a brilliant culture.
- Competitive compensation and benefits that include up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
- Great opportunities to make the role your own, upskill yourself, and get involved with exciting projects.
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
