Service Desk Analyst

HAVANT

Job DescriptionWe are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We have always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.Note: Candidates must be eligible to work in UKJob Type: This is Fixed term contractual roleProvide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end usersRoute 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 developmentRoutine maintenance updates with other IT staff and business unitsProvide all required documentation including standards, configurations and diagramsProvide knowledge transfer of Service Desk operationsTechnical RequirementsPhone support experience necessary.Technical Service desk or technical call center experience is necessary.Disciplined, systematic problem solving skills required.Hands-on work experience with the following:Windows Operating systemsClients: Windows7, Windows Vista, Windows XP, Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008,Knowledge of Active Directory, Exchange 2003/2007ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service CenterUser account creation for Active Directory, Exchange Mailboxes, Distribution listsRemote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisionInternet browsers (e.g. Explorer, Chrome, Firefox),VPN and remote dial-in usersSupport for laptop, desktops, and printersPDA and blackberry supportOthers: Adobe Acrobat and other common desktop applications like WinZip, etc.Soft SkillsExcellent communication and conversation skills (Verbal and Written)Good documentation skillsGood working knowledge of MS OFFICE (Including MS Project and Visio)Should have a great customer handling skillsAble to handle unforeseen situationsHigh level of acceptanceCan drive HCL’s value and its methodologyOther Skills / ExperienceAbility to successfully provide hardware/software/network problem analysis and resolution support over the phonePersonal 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 FocusTeamworkTechnical ExpertiseInterpersonal EffectivenessConcern for Order and QualityYears of Experience1 - 3 years of Service desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.Certification requirementsPreferred MCP/MSCE/MSCA or HDI CSS or Cisco certificationITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferredEducation requirementsTotal: 3-4 years of university education post High school (B.Sc. or Diploma)Bachelors / Masters / EquivalentBackground check: Successful completion of a pre-employment background checkWhat we offer:Competitive salaryOpportunity for career progressionYoung and vibrant team environmentSocial benefits packageProfessional on-boarding and on-going trainingsBenefitsA supportive, diverse and global team with a brilliant culture.Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.To know more about us visit – www.hcltech.com