Desktop Support

Job highlights

• Disciplined,systematic problem solving skills required
• Ability to finish what is started is a must
• Experience from the desktop environment
• . Understanding and experience of change management process
• Phone support experience necessary
• Ability to learn new information quickly and the willingness to do so at all times

Detailed JD

General Description

Responsibilities :-

Coordinate desktop changes to avoid deployment collisions.

Prepare requests for rollout

Prioritize change requests

Create rollout plans for changes requests

Coordinate implementation process

Keep track of request and make sure they are implemented as planned

Participate in incident handling concerning desktop changes.

Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.

Microsoft environment knowledge (desktop & server).

Have some level of technical understanding of the products building up a desktop service.

Experience from the desktop environment.

Understanding and experience of change management process.

Technical Requirements

Phone support experience necessary.

Technical helpdesk or technical call center experience is necessary.

Disciplined, systematic problem solving skills required.

Windows Operating systems

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008,

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

Internet browsers (e.g. Explorer, Chrome, Firefox),

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 documentation skills [B2 LEVEL]

• 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.

Customer Focus

Teamwork

Technical Expertise

Interpersonal Effectiveness

Concern for Order and Quality