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