Desktop Support Technician

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

Key Responsibilities

• 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.

Skill Requirements

• 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

Must Have Skills

• 1. AMT Asset Management Software
• 2. Desk Side Services
• 3. Mac Hardware Management
• 4. Hardware Asset Management
• 5. Hardware Management - Printers
• 6. Windows PC

Other Requirements

• 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