Job Summary

Role, responsibilities, and skill sets:

- Provide hardware / software / network problem diagnosis / resolution via telephone and chat for customer's end users.
- Resolve or Route incidents and requests to appropriate teams.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User Access and Exit controls.
- Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
- Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
- Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
- Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
- Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
- Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus).
- Willing to work in different rotational shifts (24*7) and national holidays as required by Operations.

Key Responsibilities

Role, responsibilities, and skill sets:

- Provide hardware / software / network problem diagnosis / resolution via telephone and chat for customer's end users.
- Resolve or Route incidents and requests to appropriate teams.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.




- Administer and provide User Access and Exit controls.
- Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
- Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
- Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
- Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
- Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
- Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Positive for Enterprise is a plus).
- Willing to work in different rotational shifts (24*7) and national holidays as required by Operations.

Skill Requirements

Technical Requirements:

- Windows Operating systems
- Clients: Windows8, Windows7, Windows 10
- Servers: Windows 2008, Windows 2003, Windows 2000
- Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance)
- Knowledge of Lync and OCS
- MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook
- Internet browsers (e.g. Explorer, Chrome, Firefox)
- Anti-virus and firewall software
- PC Hardware knowledge
- Desktop
- Laptop
- Peripheral devices (printers, scanners)

- Mobile devices and OS (iOS/Android/Windows)
- PC Hardware knowledge

Other Requirements

- Fluent in English & ready to work 24*7 in rotational shifts.

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