Service Desk Agent

HCLTech; Melbourne (FL); On-site; USD 42,000 - 66,000; Full time

Job summary

HCL Technologies in Florida is seeking an experienced help desk professional to provide first line support for hardware, software, and network issues to end users.

The candidate should have 2-3 years of relevant help desk experience, 3-4 years of university education, and certifications such as MCP/MSCE/MSCA, or HDI CSS or Cisco; ITIL knowledge is a plus.

Qualifications

• Total 3-4 years of university education post high school (B.Sc. or Diploma).
• 2-3 years of help desk, voice customer service, and support experience with hardware, software and networks.
• Certification prerequisites include MCP/MSCE/MSCA or HDI CSS or Cisco; ITIL knowledge preferred.

Responsibilities

• Provide hardware/software/network problem diagnosis and resolution via telephone, email, or chat for end users.
• Route problems to internal 2nd/3rd level IT support staff and coordinate vendor relationships.
• Administer user account provisioning and document incidents in the ITSM system.
• Respond to inquiries, assign work orders, and track progress to closure.
• Provide level 1 remote desktop support and follow SOPs for incident handling.
• Escalate complex problems to appropriate specialists and assist with training as needed.
• Support PC-based software and basic network connectivity; troubleshoot client software and logs.
• Maintain documentation, configurations, diagrams, and knowledge transfer of EUC operations.

Skills

Help desk experience

Customer service

Problem solving

Hardware knowledge

Software knowledge

Networking basics

Remote desktop support

Education

B.Sc. or Diploma

Tools

Active Directory

Exchange 2003/2007

Remedy / HP Service Center / Peregrine Service Center

Remote desktop tools (SMS, Bomgar, WebEx, Live Meeting)

Job description

Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)

Relavant : 2 - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.

Certification requirements

• Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification


• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

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:


• Knowledge of Active Directory, Exchange 2003/2007


• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center


• 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


• 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 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 support over the phone.


• Personal 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 help desk staff and to be on call via pager during the week.


• Technical Expertise


• Interpersonal Effectiveness


• Concern for Order and Quality

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [e-mail] for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies:

• medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance


• employee assistance program


• 401(k) retirement plan


• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)


• 10 paid holidays per year