Desktop Support

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 (e.g. 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

Key Responsibilities

• 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.

Skill Requirements

• 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 (e.g. 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

Must Have Skills

• 1. AMT Asset Management Software
• 2. Desk Side Services
• 3. Mac Hardware Management
• 4. Hardware Asset Management
• 5. Hardware Management - Printers
• 6. Windows PC

Other Requirements

• 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