Analyst - English, Arabic, Microsoft Windows
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
Responsibilities
- Coordinate and manage vendor relationships for hardware/software/network problem resolution.
- Manage people effectively, including coaching and development.
- Understand and set the strategic vision and short-term direction for the service desk.
- Understand industry standards and best practices for service management.
- Market and promote the service desk.
- Troubleshoot client software and basic network connectivity problems.
- Identify, evaluate, and prioritize customer problems and complaints.
- Train users and operators and write training procedures.
- Participate in ongoing training and departmental development.
- Perform routine maintenance updates with other IT staff and business units.
- Provide required documentation including standards, configurations, and diagrams.
- Provide knowledge transfer of EUC operations.
- Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat.
- Route problems to internal 2nd and 3rd level IT support staff.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage problems and work requests.
- Respond to and diagnose problems through discussions with users.
- Perform user account management activities.
- Escalate complex problems to appropriate support specialists.
- Evaluate, analyze, and set up PC-based software products.
Requirements
- Phone/Email/Chat support experience necessary.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem solving skills required.
- Hands-on work experience with Windows Operating systems (Clients: Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 10; Servers: Windows 2000, Windows 2003, Windows 2008).
- Knowledge of Active Directory, Exchange.
- Experience with ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, ServiceNow.
- Experience with User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
- Experience with Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
- Proficiency with MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
- Familiarity with Internet browsers (e.g. Explorer, Chrome, Firefox).
- Experience with VPN and remote dial-in users.
- Support for laptop, desktops, and printers.
- PDA and blackberry support.
- Experience with Adobe Acrobat and other common desktop applications like Winzip, etc.
- Excellent communication and conversation skills (Verbal and Written), B2 level English communication skill.
- Good documentation skills.
- Good working knowledge of MS OFFICE (Including MS Project and Visio).
- Great customer handling skills.
- Able to handle unforeseen situations.
- High level of acceptance.
- Can drive HCL’s value and its methodology.
Skills
About HCLTech
Supercharging progress through technology and innovation
HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…
Company
HCLTechJob Posted
6 days ago
Employment Type
Full Time
Work mode
On Site
Experience Level
Associate
Locations
Gautam Buddha Nagar, India
Applicants
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