Service Desk or Helpdesk

HCL America Inc; Cary (NC); On-site; USD 40,000 - 60,000; Full time

Job summary

HCL America Inc. is seeking a Service Desk professional in Cary, NC. The role involves providing IT support services both onsite and remotely, ensuring timely incident resolution, and managing user accounts across applications. The ideal candidate holds a BS/BA in Computer Science or Information Technology and has at least one year of experience on a technical service desk.

Applicants should exhibit strong customer service orientation, effective troubleshooting skills, and familiarity with Active Directory. This position offers opportunities to enhance technical and customer interaction capabilities.

Qualifications

• 1+ years of experience on a technical service desk for a managed service provider.
• Understanding of the ITIL framework.
• Strong written and verbal communication skills.

Responsibilities

• Provide effective IT support services across all clients both onsite and remotely.
• Ensure all incidents are closed within SLA.
• Troubleshoot desktop and system problems.

Skills

Technical service desk experience

Customer service orientation

Active Directory administration

Network troubleshooting

Education

BS/BA in Computer Science or Information Technology

Tools

Helpdesk applications

Job description

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 127,000+ ‘Ideapreneurs’ working in 43 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Job Description

Job Title: Service Desk

Job Location: Cary NC 27518

Main Responsibilities

• Provide effective IT support services across all clients both onsite and remotely.
• Comfortable to work in 24x7 environment.
• To ensure that all incidents are closed within SLA.
• To ensure that all installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded upon.
• Working with customers and internal teams to ensure operational and service excellence is delivered and maintained.
• Supporting and maintaining MS Server/Desktops.
• Supporting and maintaining Office 365 Solutions and G Suite Solutions.
• Escalate IT issues within the team where necessary.
• Setting up and configuring new laptops and desktops.
• Installing authorized software to laptops and desktops.
• Troubleshoot desktop and system problems, diagnose and solve hardware/software.

Service Management / Identity Management

• Managing user account across applications running on various platforms like O365 Administrator, Windows Active Directory, etc.
• Create and administer LAN (Domain) accounts of the users.
• Create and administer various shared resources e.g. Distribution Lists, Directories and provide permissions to the user as required by them.
• Standardize the network resources as per the client requirement.
• Ensure that the customer has the appropriate access to the tools to support the business in an efficient way.
• System Administrator for the User Account Maintenance and Incident Management Systems.
• Create LAN (Domain) and/or E-mail account for the users and administer them.
• Grant permissions on various network resources available to users.
• Creation and administration of Global groups.
• Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms.
• Creation of New Directories as per the customer guidelines and grant permissions on them.
• Creation, modification and deletion of user accounts on different Servers.
• Creation, Modification and deletion of user accounts on Client managed systems & applications.

Behaviors

• Works within the team and assists others, where required, to achieve a common goal.
• Listens to and is open to ideas and suggestions from others.
• Use initiative to ensure that high importance deadlines and SLAs are met.
• Takes every opportunity to go the extra mile for the company.
• Demonstrates enterprise by continually enhancing themselves and their workplace.
• Demonstrates enterprise by suggesting ways to develop the business processes and by being proactive.
• Acts a champion for the importance of customer experience within the business.
• Always willing to cooperate and assist.
• Acts as a true ambassador for the business.
• Understands impact of own behavior and language on others and modifies as appropriate.

Qualification

• BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience.
• Understanding of ITIL framework.
• 1+ years working on or leading a technical service desk for a MSP.
• Proven technical ability working for an MSP, through relevant, demonstrable, technical qualifications/experience.
• Good organizational, time management and prioritization skills.
• Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint).
• The ability to communicate confidently and clearly to customers both face to face and over the telephone. Experience with various operating systems, and diverse technical environments and software troubleshooting.
• Excellent customer service orientation and verbal communication skills.
• Advanced analytical thinking and problem-solving skills.
• High Standard of Incident and Problem management.
• Previous experience using helpdesk applications.
• Active Directory administration.
• Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting.

All your information will be kept confidential according to EEO guidelines.