Analyst

1 Month ago • All levels

Job Summary

Job Description

Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for customer end-users. Route problems to internal support staff and coordinate with vendors. Administer user account provisioning and use the Incident Management System for documentation. Respond to user requests, diagnose problems through user discussions, and provide level 1 remote desktop support. Troubleshoot client software and basic network connectivity issues, and identify, evaluate, and prioritize customer problems. May train users and participate in ongoing training and departmental development. Perform routine maintenance updates and provide required documentation. Responsibilities include adhering to quality standards, regulatory requirements, and company policies to ensure positive customer experience and CSAT through First Call Resolution and minimum average handling.
Must have:
  • Phone support experience
  • Technical helpdesk/call center experience
  • Disciplined, systematic problem solving skills
  • Windows Operating Systems knowledge
  • Active Directory, Exchange 2003/2007 knowledge
  • ITSM ticketing tools experience
  • User account creation for Active Directory/Exchange
  • Remote desktop connectivity applications experience
  • MS Office Suite proficiency
  • Internet browsers knowledge
  • VPN and remote dial-in support
  • Support for laptop, desktops, printers
  • PDA and blackberry support
  • Excellent communication skills (Verbal and Written)
  • Good documentation skills
  • Great customer handling skills
  • Ability to handle unforeseen situations
Good to have:
  • MS Project and Visio knowledge
  • High level of acceptance
  • Can drive HCL's value and methodology

Job Details

Job 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 circumventions. . 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 Ab

  • To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling

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