Level 1 Analyst IT Help Desk

As an IT services provider, HCL provides custom software development, product engineering and consulting services to Fortune 1000 companies in a variety of industries. HCL is a $6.7 billion IT services company with over 111,092 professionals operating across 31 countries and is growing at 14% YOY in revenues. There are around 10,000 employees in the U.S under the HCL America Inc. branch of HCL.

Role: IT Help Desk Support
Location : Cary, NC

Duration: Fulltime/ Perm with HCL America

Role Summary:

Help Desk Analyst - Responsibilities

• Accept & registers Service Calls
• Classify Service Calls according to the specified options
• Execute 1st attempt to solve the Service Call
• Refer Service Call to the appropriate Resolution Owner Support Group
• Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
• Escalate to the appropriate management level when thresholds are violated.
• Close Service Call
• Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
• Report about Service Calls
• Communicate response times for dispatched tickets to the customers
• Manage the entire service request process ensuring adherence to SLA
• Execute service requests such as setting up NT/Outlook accounts as per the SLA
• Process and send IT reports

Skills

• Customer-focused
• 2-6 Years of IT Support Experience
• Thorough knowledge of troubleshooting remote access issues
• Excellent communication skills, (active listening skills)
• Able to articulate and speak with clear voice
• Diplomatic and must have interpersonal skills
• Able to understand the business’s objectives
• Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
• Must have empathy with end users
• Team player
• Professional code of conduct
• Must have a good understanding of the organization
• Must have a good understanding of business units within AMD
• Must have basic technical knowledge of all technology used for the business processes.
• Able to deal with stress
• Good writing techniques (English)
• Good phone techniques (English)

Tech Skills

• 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
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• 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 (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

• Office O365 and Office 2016
• Windows 10
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc

All applicants must have open availability and flexible to work a 24/7 schedule.

All your information will be kept confidential according to EEO guidelines.