Help Desk Lead & Technical Liaison

HCLTech; Morrisville (NC); On-site; USD 50,000 - 75,000; Full time

Job summary

HCLTech is seeking a Help Desk Lead with 4-6 years’ experience in Help Desk, Information Management, or Customer Service delivery. 1-2 years of Shift Lead experience strongly preferred. The role focuses on technical leadership, process improvement, and seamless support transitions for new technology.

Preferred MCP/MSCE/MSCA or HDI CSS certifications and ITIL knowledge (V2/V3) in Service Desk, Incident, Problem, and Change Management. On-site duties in the Morrisville area are expected.

Qualifications

• Phone support experience required.
• Technical helpdesk or call center experience required.
• Disciplined, systematic problem solving skills.
• Familiarity with AD and Exchange helps.
• Knowledge of ITIL processes is preferred.

Responsibilities

• Provide technical expertise to the help desk team.
• Act as liaison between help desk and IM support groups.
• Maintain and improve help desk services and documentation.
• Provide telephone support to customer end users.
• Coordinate with Application and Infra teams for new hardware/software transitions.
• Monitor and coach analysts; implement Best Operating Practices.

Skills

Phone support

Help desk experience

Communication skills

Customer focus

Problem solving

Team player

Flexibility

Education

HDI CSS certification

MCP/MSCE/MSCA certification

Tools

Active Directory

Exchange 2003/2007

Remedy

HP Service Center

Peregrine Service Center

Remote desktop tools

MS Office (XP/2003/2007)

SMS

Bomgar

WebEx

Job description

HCLTech is seeking a Help Desk Lead with 4-6 years’ experience in Help Desk, Information Management, or Customer Service delivery. 1-2 years of Shift Lead experience strongly preferred. The role focuses on technical leadership, process improvement, and seamless support transitions for new technology.

Preferred MCP/MSCE/MSCA or HDI CSS certifications and ITIL knowledge (V2/V3) in Service Desk, Incident, Problem, and Change Management. On-site duties in the Morrisville area are expected.