Job Description
Service Desk Analyst
Job Summary
• Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems.
• Work with clients directly over the phone and using remote software.
• Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualisation and application) as they arise.
• Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.
• Input into development and documentation of service management procedures and standards to ensure engineering best practices are maintained.
Essential Duties and Responsibilities
• Serve as the first point of contact for customers seeking technical assistance over the phone or chat
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
Skills and Abilities
• Phone support experience necessary.
• ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management
• Technical helpdesk experience is necessary.
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
o Windows Operating systems
o Clients: Windows7, Windows 10
o Servers: Windows 2003, Windows 2008,
o Knowledge of Active Directory, Exchange
• ITSM ticketing tools Service Now
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
• Internet/Edge browsers (e.g. Explorer, Chrome, Firefox).
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and MDM support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Education / Expertise
• Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.
• At least 2-year prior experience with Systems Integrator or Managed Services Provider is a must
• Experience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills)
• Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)
• Intermediate to Advanced skills encompassing:
o Microsoft Server and Desktop OS troubleshooting skills across all current versions
o Microsoft Office 365 troubleshooting and config
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.
A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
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