Service Desk Operations Specialist

4 days ago

Havant, Hampshire, United Kingdom HCLTech Full time
Job Description

About the Role

HCLTech is 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 assistance to our customers, ensuring that their issues are resolved efficiently and effectively.

Key Responsibilities

  • Provide technical support and assistance to customers via phone, email, and chat
  • Route complex issues to internal 2nd and 3rd level IT support staff
  • Coordinate and manage relationships with vendors and support staff
  • Administer and provide user account provisioning
  • Use the Incident Management System to document and manage problems and work requests
  • Respond to telephone calls, email, instant messages, and assigned tickets from users
  • 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
  • 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 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

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 Windows Operating systems, clients, servers, Active Directory, Exchange, ITSM ticketing tools, user account creation, remote desktop connectivity applications, MS Office Suite, internet browsers, VPN, and remote dial-in users
  • 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

Preferred Qualifications

  • 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 integrate as a cross-functional, team player in a fast-paced environment
  • 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

What We Offer

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

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