Analyst - English, Arabic, Microsoft Windows

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support

I korthet

HCLTech is seeking a Service Desk L1 Analyst to provide support in English and Arabic for Microsoft Windows environments in Gautam Buddha Nagar, Uttar Pradesh. The role involves troubleshooting client software, network connectivity, and managing user accounts, requiring experience with ITSM tools and excellent communication skills.

Ansvarsområden

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.

Krav

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.

Färdigheter

Active DirectoryExchangeRemedyHP Service CenterPeregrine Service CenterServiceNowMS OfficeMS WordMS ExcelMS PowerPointMS OutlookMS ProjectMS VisioExplorerChromeFirefoxVPNWindows 7Windows VistaWindows XPWindows 2000Windows 10Windows 2003Windows 2008Adobe AcrobatWinzip

#IT#Service Desk#L1 Support#English#Arabic#Microsoft Windows

Om 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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