Job Summary
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users\r\n• Route problems to internal 2nd and 3rd level IT support staff.\r\n• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.\r\n• Administer and provide User account provisioning.\r\n• 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\r\n• Perform user account management activities\r\n• Should have hands on experience windows based client operating systems like windows 7, vista, XP\r\n• Knowledge on server, Network, storage and other IT Infrastructure devices\r\n• Knowledge of Active directory, exchange\r\n• Knowledge in ITSM tools like service now, Remedy and etc.\r\n• In depth Knowledge on MS office suit\r\n• Knowledge on Internet browsers,



VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc.\r\n• Support knowledge on laptop, desktop, printers PDA, blackberry\r\n• Escalate complex problem to appropriate support specialists\r\n• 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)\r\n• Troubleshoot client software and basic network connectivity problems\r\n• Identify, evaluate and prioritize customer problems and complaints\r\n• May train users and operators on a limited basis and/or may write training procedures\r\n• Participate in on-going training and departmental development\r\n• Routine maintenance updates with other IT staff and business units\r\n• Provide all required documentation including standards, configuration

📌 Service Desk (Bengaluru)
🏢 HCL INDIA
📍 Bengaluru