Responsibilities
1. Good in Data Analysis & Reporting using MS Office and ITSM tools.
2. Coordinate desktop changes to avoid deployment collisions on high priority incidents.
3. Prepare requests for rollout.
4. Participate in incident handling concerning desktop changes.
5. Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
6. Microsoft environment knowledge (desktop, o365).
7. Have good technical understanding of the products building up a desktop service.
8. Experience from the desktop environment.
9. Understanding and experience of ITSM and ticketing process.
Technical Requirements
1. On site support experience necessary.
2. Ability to carry out commissioning of new laptops and desktops across shopfloor as needed.
3. Ability to move around with necessary tools and devices across shopfloor as needed.
4. Maintain the asset inventory at the facility and update on the desired tool.
5. Disciplined, systematic problem solving skills required.
6. Windows Operating systems (Win10, 11).
7. Knowledge of Active Directory.
8. ITSM ticketing tools such as ServiceNow.
9. Remote desktop connectivity applications like Team Viewer.
10. MS Office Suite (MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio).
11. Internet browsers (e.g. Edge, Chrome).
12. VPN (Cisco) and remote dial-in users.
13. Support for laptops, desktops, and printers of all models.
Soft Skills
1. Excellent communication and conversation skills (Verbal and Written).
2. Good documentation skills.
3. Good working knowledge of MS OFFICE (Including MS Project and Visio).
4. Should have great customer handling skills.
5. Able to handle unforeseen situations.
6. High level of acceptance.
7. Can drive HCL’s value and its methodology.
Other Skills / Experience
1. Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
2. Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
3. Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
4. Ability to learn new information quickly and the willingness to do so at all times.
5. 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.
6. Customer Focus, Teamwork, Technical Expertise.
7. Interpersonal Effectiveness.
8. Concern for Order and Quality.
Years of Experience
Relevant: 5+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.
Certification Requirements
Preferred MCP/MSCE/MSCA. ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.
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