Service Desk or Helpdesk

Company Description

About HCL

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

Job Type: Fulltime

Job Description:

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

·         Providing end-user, desktop support

·         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. 

·         Exchange administration 

·         O365 administration 

·         Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting

·         ITIL Certified 

·         Windows XP, 7, 8, 10

Additional Information

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