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Service Desk Support Specialist
2 months ago
We are a global technology company, home to over 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
As a Service Desk Analyst at HCLTech, you will be part of a team that provides exceptional support to our customers, ensuring their technical issues are resolved efficiently and effectively.
Key Responsibilities:- Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for customer end-users.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware, software, and 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 circumventions.
- 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; provide level 1 remote desktop support and perform other activities based on SOPs.
- 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.
- May train users and operators on a limited basis and/or may 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.
- 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 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.
- Competitive salary.
- Opportunity for career progression.
- Young and vibrant team environment.
- Social benefits package.
- Professional on-boarding and ongoing trainings.
- A supportive, diverse, and global team with a brilliant culture.
- Competitive compensation and benefits, including up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance.
- 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 like-minded 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.
