Your Duties?? :
??Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines
Works with vendor support contacts to resolve technical problems
Works with service desk and RDS as appropriate to determine and resolve problems received from clients
Responds to support requests from service desk, users and other infrastructure teams
Performs upgrades as directed to ensure the longevity of equipment
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 some level of technical understanding of the products building up a desktop service.
Experience from the desktop environment.
Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
Provide weekly reports
Implement best practices
Be the single point of contact with customer
Your Experience and Skills :
Managing a minimun of 10 members on service desk or desk side
??ITIL V3 certified
Exposure on managing remote sites
Phone support experience necessary.
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Windows and Novell Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007
??ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
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
??Internet browsers (e.g. Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry support
??Apple Ipad Device 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 [B2 LEVEL].
Should have a great customer handling skills.
Able to handle unforeseen situations.
High level of acceptance.
??Can drive HCL???s value and its methodology.
Willing to work on ratating 24X7X365 shifts – No travel.
Other Skills and 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 help desk staff and to be on call via pager during the week.
??Concern for Order and Quality.
Total?????????????? :?? 3-4 yrs of University education post High school (B.Sc. or Diploma)
Relavant :???? 2 – 3+ years of help desk/desk side, customer service, and support experience with problem solving involving hardware,
Educational Experience :
Two year associates degree in related field.
Certification requirements :
Preferred MCP/MSCE/MSCA or HDI CSS
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred