Deskside Support

We are a $13+ billion global technology company, home to more than 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.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Responsibilities

• Relevant : 7+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.
• Good in Data Analysis & Reporting using MS Office and ITSM tools
• Coordinate desktop changes to avoid deployment collisions.
• Prepare requests for rollout
• Prioritize change requests
• Create rollout plans for changes requests
• Coordinate implementation process
• Keep track of request and make sure they are implemented as planned
• Participate in incident handling concerning desktop changes.
• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
• Microsoft environment knowledge (desktop & server).
• Have good technical understanding of the products building up a desktop service.
• Experience from the desktop environment.
• Understanding and experience of change management process.

Technical Requirements

• · Phone support experience necessary.
• · Technical Service desk or technical call center experience is necessary.
• · Disciplined, systematic problem solving skills required.
• · Windows Operating systems
• · Clients: Windows XP, Windows 10
• · Servers: Windows 2008/2012/2016
• · Knowledge of Active Directory
• · ITSM ticketing tools such as Service now , Remedy, HP Service Center, Peregrine Service Center
• · Remote desktop connectivity applications like Team Viewer, SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• · MS Office Suite MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• · Internet browsers (e.g. Explorer, Chrome, Firefox),
• · VPN and remote dial-in users
• · Support for laptop, desktops, and printers all models
• · PDA and blackberry support
• · Others: Adobe Acrobat and other common desktop applications like WinZip, etc

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including MS Project and Visio)
• Should have a great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance
• Can drive HCL’s value and its methodology

Other Skills / Experience

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to do so at all times.
• Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality

Certification requirements

• Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred