Help Desk Technician

Position would be to provide Service Desk Support. Candidate would be part of a team that is responsible to provide voice , Self-service & Chat support to the clients and assist with technical resolution.

Responsibilities: -

· Provide hardware / software / application/ network problem diagnosis / resolution via telephone/email/chat for customer’s end users

· Route problems to internal 2nd and 3rd level IT support staff.

· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

· Performing Account unlock & Password resets for various domains with proper validation.

· Provide good quality of service which helps to increase the customer experience and Customer satisfaction.

· Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate

support teams and follow up until closure.

. 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

. Perform user account management activities

Escalate complex problem to appropriate support specialists

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)

. Troubleshoot client software and basic network connectivity problems

. Identify, evaluate and prioritize customer problems and complaints

. May train users and operators on a limited basis and/or may write training procedures

. Participate in on-going training and departmental development

. Meeting the SLA & KPI targets provided by the Customer.

. Routine maintenance updates with other IT staff and business units

Technical Requirements

· Phone support experience necessary.

· Technical helpdesk or technical call center experience is necessary.

· Disciplined, systematic problem-solving skills required.

· Hands-on work experience with the following:

· Windows Operating systems

· Knowledge of Active Directory, Office 365

· Prior experience of working on ITSM Systems like ServiceNow, Remedy etc.

· User account creation for Active Directory, Exchange Mailboxes, Distribution lists

· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

· MS Office Suite (2016 , O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

· Internet browsers (e.g. Edge, Chrome, Firefox),

· VPN and remote dial-in users

· Support for laptop, desktops, and printers

· Mobile device support

· Others: Adobe Acrobat and other common desktop applications

Soft Skills

- Excellent communication and conversation skills (Verbal and Written)

- Good documentation skills

- Good working knowledge of MS O365

- Should have great customer handling skills

Other Skills / Experience

· Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone, Chat.

· 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 help desk staff. For Onshore the support is (12/5) – Fixed shifts current opening is for 8am – 5pm EST M-F

· Customer Focus

· Teamwork

· Technical Expertise

· Interpersonal Effectiveness

· Concern for Order and Quality

. Keen to learn and UpToDate with Process and changes made in environment

Years of Experience

Relevant: 1 - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware, Software, and networks.

Certification requirements

- Preferred Hardware & Networking

- ITIL knowledge of V3 or V4 especially on Service Desk, Incident, Problem, and Change Management preferred.

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 HCL policies. In addition, this role is eligible for the following benefits subject to HCL 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 (PTO) per year (some positions are eligible for unlimited PTO); and 10 paid holidays per year.

Disclaimer

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 secure@hcltech.com for investigation.

Job Types: Full-time, Permanent

Pay: $30,000.00 - $56,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $30,000 - $56,000