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    specialist - Waukesha, United States - HCL Technologies

    HCL Technologies
    HCL Technologies Waukesha, United States

    3 weeks ago

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    Description

    Job Description (Posting).

    General Description Job description for Desk-Side profile.

    Responsibilities Good in Data Analysis & Reporting using MS Office and ITSM tools Coordinate desktop changes to avoid deployment collisions.

    Prepare requests for rollout Prioritize change requests Create rollout plans for changes requests Coordinate implementation process Keep track of request and make sure they are implemented as planned Participate in incident handling concerning desktop changes.

    Participate in projects concerning bigger desktop changes, for example rollout of new antivirus. Microsoft environment knowledge (desktop & server). Have good technical understanding of the products building up a desktop service. Experience from the desktop environment. Understanding and experience of change management process.
    Technical Requirements Phone support experience necessary. Technical Service desk or technical call center experience is necessary. Disciplined, systematic problem solving skills required.


    Windows Operating systems Clients:
    Windows XP, Windows 10 Servers: Windows 2008/2012/2016 Knowledge of Active Directory ITSM ticketing tools such as Service now , Remedy, HP Service Center, Peregrine Service Center Remote desktop connectivity applications like Team Viewer, SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite 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 all models 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 Service 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 Relevant : 7+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.

    Certification requirements Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.)

    To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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