Company Profile:

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 187,000+ ‘Ideapreneurs’ across 50 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

Job description:

 

·    Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s 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 / 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.

·    Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

·    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

·    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 Visio