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 on high priority incidents.
* Prepare requests for rollout.
* Participate in incident handling concerning desktop changes.
* Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
* Microsoft environment knowledge (desktop, o365).
* Have good technical understanding of the products building up a desktop service.
* Experience from the desktop environment.
* Understanding and experience of ITSM and ticketing process.
Technical Requirements
* · On site support experience necessary.
* Ability to carry out commissioning of new laptops and desktops across shopfloor wherein as needed.
* Ability to move around along with necessary tools and devices across shopfloor wherein as needed.
* Maintain the asset inventory at the facility and update on the desired tool.
* · Disciplined, systematic problem solving skills required.
* · Windows Operating systems (Win10, 11)
* · Knowledge of Active Directory
* · ITSM ticketing tools such as Service now.
* · Remote desktop connectivity applications like Team Viewer.
* · MS Office Suite MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
* · Internet browsers (e.g. Edge, Chrome),
* · VPN(Cisco) and remote dial-in users.
* · Support for laptop, desktops, and printers all models
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 : 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