Analyst

4 Months ago • All levels

Job Description

The Analyst will be responsible for diagnosing and resolving hardware, software, and network problems for end-users via phone, email, and chat. They will route problems to internal IT support, coordinate with vendors, and administer user accounts. The role involves documenting and managing issues using an Incident Management System, responding to user inquiries, and providing remote desktop support. The analyst will also troubleshoot client software, prioritize customer problems, and potentially train users. They must participate in training and provide documentation, including standards, configurations, and diagrams. The analyst will be responsible for the evaluation, analysis, and setup of PC-based software products. They must perform user account management and escalate complex problems.
Must Have:
  • Phone support experience
  • Technical helpdesk or call center experience
  • Disciplined problem-solving skills
  • Windows Operating systems experience
  • Knowledge of Active Directory, Exchange 2003/2007
  • Experience with ITSM ticketing tools
  • User account creation experience
  • Experience with remote desktop applications
  • Proficiency in MS Office Suite (XP, 2003, 2007)

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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: 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 Other Skills / Experience Ability to successfully provide hardware/software/network problem analysis and resolution sup

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