Service Desk Lead

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

4- 6 years experience in Help Desk, Information Management, or Customer Service delivery field

Relevant : 1-2 years of Shift Lead experience

Certification requirements -

Preferred MCP/MSCE/MSCA or HDI CSS -

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

• Provide technical expertise to the help desk team
• Act as technical liaison between help desk and IM support groups
• Maintain technical skill continuity and consistency of help desk staff
• Ensure continuous improvement of services provided by the help desk
• Provide telephone support to customer end users
• Work with Application and Infrastructure Development teams to ensure a smooth transition of new hardware and s/w into support by the HD
• Includes preparation of help desk staff to support new technology
• Maintain skills inventory of help desk analysts and Work Request Co-ordinators
• Evaluate technical skills
• Develop and maintain Training Plan
• Liaison between help desk and other groups on technical support issues
• Proactively work with other groups on normal process support issues
• Reactively work with other groups to gather technical information in the case of outages, reduced services, emergencies or other exceptions from the normal process
• Update, organise, create an easy electronic access to all help desk documentation, including manuals,scripts,processes,process flow charts, notification Escalation list, help desk weekly schedule, support documentation, etc.
• Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.
• Deliver technical feedback to the analysts on these monitors.
• Maintain an analyst-wise tracker for the call monitoring carried out.
• Develop processes to streamline the daily functioning of the help desk including:
• Work distribution, Monitoring phone queue and email box
• Vendor management and follow-up
• User follow-up, Closing tickets, Maintaining front end message
• Work closely with help desk manager to implement technical action items related to the help desk
• Assist help desk manager in analysing help desk group and individual statistics
• Ensure implementation of BOP (Best Operating Practices) in the help desk
• Establish communication link with other zones relative to technical and support environment
• Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.
• Manage small help desk related projects.
• Backup help desk Manager when help desk Manager is out.
• Documentation of help desk processes
• Provide hardware, software, network problem diagnosis and resolution via the telephone for customer end users
• Route problems to internal IM support staff
• Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution
• Administer and provide User Access and Exit controls .
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention'
• Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management

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 learn new information quickly
• Ability to integrate as a cross-functional, team player
• Personal dedication to providing high quality, superior service
• Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call via pager during the week
• 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.
• Customer Focus
• 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); and 10 paid holidays per year.