Remote IT Service Desk Analyst | Windows, VPN & AD

HCL Australia Services Pty Ltd; Dunedin; Sur place; NZD 55 000 - 75 000; Plein temps

Résumé du poste

HCL Technologies in Dunedin, NZ is seeking a Service Desk/IT Help Desk professional to diagnose and resolve hardware, software, and network issues for end users via phone, email, and chat. The role requires 2–3 years of related experience and ITIL/HDI/Cisco certifications are preferred.

Responsibilities include incident management, user provisioning, and remote support, with escalation to higher levels as needed.

Qualifications

• Phone support experience required
• Technical Service desk or call center experience required
• Disciplined, systematic problem solving skills

Responsabilités

• Provide hardware / software / network diagnosis and resolution via phone/email/chat
• Route problems to internal 2nd/3rd level IT support
• Coordinate/vendor relations for hardware/software/network resolutions
• Administer and provide User account provisioning
• Use Incident Management System to document problems and resolutions
• Respond to calls, emails, and tickets; assign work orders to teams
• Respond to and diagnose problems through discussions with users; provide level 1 remote desktop support
• Perform user account management activities
• Escalate complex problems to appropriate specialists
• Setup of PC-based software products and troubleshooting client software/network issues
• Identify, evaluate and prioritize customer problems
• Provide knowledge transfer of Service Desk operations

Connaissances

Windows 10/11

Windows Server

Active Directory

Exchange 2019

Remote desktop

SAP provisioning

Office 365

Teams & SharePoint

SCCM

Desktop tools

ITSM ServiceNow

VPN technologies

Laptop/desktop support

Outils

ServiceNow

Description du poste

HCL Technologies in Dunedin, NZ is seeking a Service Desk/IT Help Desk professional to diagnose and resolve hardware, software, and network issues for end users via phone, email, and chat. The role requires 2–3 years of related experience and ITIL/HDI/Cisco certifications are preferred.

Responsibilities include incident management, user provisioning, and remote support, with escalation to higher levels as needed.