Walk-in for Technical Support Service Desk L1 for HCL

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

Desired Profile
Technical Requirements

•  Technical voice Experience required
•  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: 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
•  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

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

Date of Interview:- On Tuesday 30th April 2013
Timings: 10:30 am to 4:00 pm
Job Location: Noida/Manesar

Interview Venue Details:-
HCL COMNET LTD
A-37, Sec-16, Noida
Landmark- Behind Mc Donalds Sec-16 Noida

Contact Person: Shalini Sharma

NOTE: Please carry your updated resume.