Shift Lead - English, Arabic, Microsoft Windows

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Software Engineering

In short

The Shift Lead will manage vendor relationships, build and develop a high-performing service desk team, and ensure adherence to industry standards and best practices. Responsibilities include troubleshooting client software and network issues, managing incidents via ticketing systems, and providing documentation and knowledge transfer.

Responsibilities

Coordinate and manage relationships with vendors and support staff for hardware, software, and network problem resolution.
Build a cohesive team, manage people effectively, and coach and develop the team.
Understand the strategic vision for the service desk and set the long-term direction while balancing short-term actions.
Understand industry standards and best practices for service management.
Market and promote the service desk and advocate for necessary resources.
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 on-going 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 End-User Computing (EUC) operations.
Provide L1 remote desktop support and perform other activities based on SOPs.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests, including resolutions and circumventions.
Respond to and diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
Assign work orders/incidents to appropriate support teams and follow up until closure.
Escalate complex problems to appropriate support specialists.
Evaluate, analyze, and set up PC-based software products.
Support for laptops, desktops, printers, PDAs, and Blackberries.

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 and Exchange.
Experience with ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, ServiceNow.
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 in 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.
Experience supporting laptops, desktops, and printers.
Experience with PDA and Blackberry support.
Experience with Adobe Acrobat and other common desktop applications like Winzip.
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.
Ability to handle unforeseen situations.
High level of acceptance.
Ability to drive HCL’s value and its methodology.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

Windows Operating SystemsActive DirectoryExchangeServiceNowMS OfficeMS ProjectMS Visio

#Service Desk#L1 Support#Windows#Active Directory#Exchange#ITSM#Customer Service#Technical Support

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…

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