Sholinganallur, Tamil Nadu
Job Summary

Responsibilities: - rn· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end usersrn· Route problems to internal 2nd and 3rd level IT support staff.rn· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.rn· Administer and provide User account provisioning.rn· Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.rn. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate rn support teams and follow up until closure.rn. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, rn and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPsrn. Perform user account management activities rn Escalate complex problem to appropriate support specialistsrn Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,rn presentation graphics, database management systems, electronic mail, and communications)rn. Troubleshoot client software and basic network connectivity problemsrn. Identify, evaluate and prioritize customer problems and complaintsrn. May train users and operators on a limited basis and/or may write training proceduresrn. Participate in on-going training and departmental developmentrn. Routine maintenance updates with other IT staff and business unitsrn rn

Key Responsibilities

Responsibilities: - rn· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end usersrn· Route problems to internal 2nd and 3rd level IT support staff.rn· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.rn· Administer and provide User account provisioning.rn· Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.rn. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate rn support teams and follow up until closure.rn. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, rn and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPsrn. Perform user account management activities rn Escalate complex problem to appropriate support specialistsrn Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,rn presentation graphics, database management systems, electronic mail, and communications)rn. Troubleshoot client software and basic network connectivity problemsrn. Identify, evaluate and prioritize customer problems and complaintsrn. May train users and operators on a limited basis and/or may write training proceduresrn. Participate in on-going training and departmental developmentrn. Routine maintenance updates with other IT staff and business unitsrn rn

Skill Requirements

Phone support experience necessary. rn· Technical helpdesk or technical call center experience is necessary. rn· Disciplined, systematic problem solving skills required. rn· Hands-on work experience with the following: rn· Windows Operating systems rn· Clients: Windows7, Windows 10, Windows XP, Windows 2000 rn· Knowledge of Active Directory, Office 365 rn· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center rn· User account creation for Active Directory, Exchange Mailboxes, Distribution listsrn· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools rn· MS Office Suite (2007, 2010, 2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visiorn· Internet browsers (e.g. Explorer, Chrome, Firefox),



rn· VPN and remote dial-in users rn· Support for laptop, desktops, and printers rn· Mobile device support rn· Others: Adobe Acrobat and other common desktop applicationsrn· Prior experience of working on ITSM Systems like ServiceNow, Remedy etc.rn

Other Requirements

Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.rn· Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.rn· Ability to integrate as a cross-functional, team player in a rapid-paced environment where all information is shared.rn· Ability to learn new information quickly and the willingness to do so at all times.rn· 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.rn· Customer Focusrn· Teamworkrn· Technical Expertisern· Interpersonal Effectivenessrn· Concern for Order and Qualityrn rn· Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.rn· Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.rn· Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.rn· Ability to learn new information quickly and the willingness to do so at all times.rn· 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.rn· Customer Focusrn· Teamworkrn· Technical Expertisern· Interpersonal Effectivenessrn· Concern for Order and Qualityrn

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📌 Analyst - English, Arabic, Microsoft Windows (India)
🏢 HCLTech
📍 India