General Description
* Job description for Desk-Side profile.
Responsibilities
* 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 (eg 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
Years of Experience
* Relevant: 7+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.
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