Service Desk Analyst Level 1

Job Description

Responsibilities :- • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users • Route problems to internal 2nd and 3rd level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User account provisioning. • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. . Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. . Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs . Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) . Troubleshoot client software and basic network connectivity problems . Identify, evaluate and prioritize customer problems and complaints . May train users and operators on a limited basis and/or may write training procedures . Participate in on-going training and departmental development . Routine maintenance updates with other IT staff and business units . Provide all required documentation including standards, configurations and diagrams . Provide knowledge transfer of EUC operations Technical Requirements: • Phone support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem solving skills required. • Hands-on work experience with the following: • Windows Operating systems • Clients: Windows7, Windows Vista, Windows XP, Windows 2000 • Servers: Windows 2000, Windows 2003, Windows 2008, • Knowledge of Active Directory, Exchange 2003/2007 • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center • User account creation for Active Directory, Exchange Mailboxes, Distribution lists • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools • MS Office Suite (XP, 2003, 2007): 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 • 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 help 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 Total : 3-4 yrs of University education post High school (B.Sc. or Diploma) Relavant : 6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks. Certification requirements - Preferred MCP/MSCE/MSCA or HDI CSS - ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred