Service Desk Agent

Job description:

General Description

Responsibilities :-

· Provide hardware / software / 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.

· Administer and provide User account provisioning.

· 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

. Routine maintenance updates with other IT staff and business units

. Provide all required documentation including standards, configurations and diagrams

. Provide knowledge transfer of EUC operations

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

· Clients: Windows 10, Windows 11 and MacOS

· Knowledge of Active Directory, Exchange Online

· ITSM ticketing tools such as ServiceNow

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

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

· Microsoft 365/Office 365 including Teams

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

· VPN and remote dial-in users

· Support for laptop, desktops, and printers

· Mobile device support, experience in Intune

· 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 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

- Proficient in English and Canadian French (Verbal and Written)

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 help desk staff and to be on call via pager during the week.

· Customer Focus

· Teamwork

· Technical Expertise

· Interpersonal Effectiveness

· Concern for Order and Quality

- Proficient in English and Canadian French (Verbal and Written)

Years of Experience

Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)

Relavant : 3 - 4 years of help desk, voice customer service, and support experience with problem solving involving hardware,

involving hardware, software, and networks.

Certification requirements

- Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification

- ITIL knowledge of V4 or V5 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements

- Bachelors / Masters / Equivalent

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.