Job
Description
This is a Service Desk Senior Analyst role (24*7 environment) which involves end user support via phone, email, chat, and Self-Service Tickets. It also includes handling user access management tasks (Onboarding/Offboarding/Distribution List/Shared mailbox etc.) in Active Directory and Exchange/O365 environments.
Responsibilities:
- Respond to end user telephone calls, email, instant messages, and self service assigned tickets.
- Diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
- Identify, evaluate and prioritize customer problems and complaints
- Troubleshoot end user reported issues
- Use the ITSM Ticketing System to document and manage incidents and work requests and their respective resolutions and workarounds.
- Assign work orders / incidents to appropriate support teams (2nd & 3rd level) and follow up until closure.
- Provide level 1 remote desktop support and perform other activities based on SOPs
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Participate in on-going training and new projects
- Handle User Access Management tasks
- Manage user accounts across applications running on various platforms (e.g., Windows, Active Directory, Exchange)
- Create and administer LAN accounts, Global Groups, email accounts for new users
- Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms)
- Standardize network resources as per client requirements and grant permissions on them
Technical Requirements:
- Phone support experience necessary.
- Technical helpdesk experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Exposure to Active Directory/Security Groups/OUs
- Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists, Security Groups, Email Contacts, Shared Mailbox etc.
- Hands-on work experience with the following:
- ITSM ticketing tools: Example: Remedy, HP Service Manager, Peregrine Service Center, ServiceNow etc.
- Windows Operating systems: Windows 10, Windows 8/8.1, Windows 7, Windows Vista, Windows XP, Windows 2000 etc.
- Knowledge of Active Directory, Microsoft Exchange (2016/2013/2010), Microsoft 365
- Basic Knowledge on Active Directory User account, Exchange Mailboxes, Distribution lists etc.
- VPN and remote dial-in users
- Virtual Environment: Citrix and VDIs
- Encryption: BitLocker etc.
- Support for laptop, desktops, and printers
- Smartphones, Tablet. PDA and blackberry support
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting
- Collaboration Applications: Skype, Teams, Jabber etc.
- MS Office Suite (2010, 2013): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
- Internet browsers (e.g. Internet Explorer, Chrome, Firefox)
- Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
Other Skills / Experience:
- 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.
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
- Desire to reinforce HCLs values and methodology
- Should be comfortable working in a 24 * 7 evironment.
Soft Skills:
- Excellent communication and conversation skills (Verbal and Written)
- Fluent English
- Great customer handling skills and resourcefulness, vital for dealing with unforeseen situations
- Ability to ensure high level of customer satisfaction and acceptance
- Ability to acquire new information quickly and the willingness to do so always
- Good documentation skills
Certification requirements:
- Preferred MCP/MSCE/MSCA or HDI CSS
- ITIL ITIL knowledge of V2/V3/V4 especially on Service Desk related modules i.e., Incident, Request Problem, and Change Management