Desktop Support

General Description Responsibilities :- • Supervise desktop support resources maintaining all SLA • Provide telephone, desktop, laptops and remote support, including deployment and replacement of equipment for all Executive group members. Act as a technical resource to others to resolve problems, issues and errors. • Prioritize support calls using enterprise ticketing system (Service Now) and manage/resolve tickets with frequent updates, as well as escalating aging tickets, and trends as required. • Running Reports in SNOW • Anticipate customer needs and proactively identifies solutions. • Develop, design, implement and enforce desktop standards and procedures for service desk and remote site technical support. • Coach and develop team members by communicating performance expectations, provide on-going feedback, and ensure training resources and plans are in place to address individual and department needs. • Should have support handling experience in VIP users / executives. • Maintain high customer/end user satisfaction. Education requirements • Install hardware and software configurations, troubleshoot and maintain computer systems, hardware and peripherals • Provide technical product training and basic user functionality training when required • Confer and work with other team members and groups in supporting customers. You are the main point of contact for the Executive group for all IT related queries and issues. • Troubleshoot client issues on PC, MAC, and Mobile Devices as required • Advanced technical skills in supporting MAC / Linux & Windows Operating system • Provide level I and level II technical support to clients • Provide weekly ticket reviews to ensure that tickets are not open for unnecessarily long periods of time and that all issues have a clear path to resolution • Responsible for maintaining a professional and cordial relationship with clients • Demonstrates expert knowledge of customer’s equipment; process and culture • Maintains a knowledge data base of technical issues affecting clients • Documents, tracks and monitors support tickets to ensure accurate and timely resolution. • Some occasional off hours work may be required as needed • Expertise in Remote tools (ex: Bomgar) • Expertise in Active Directory and Exchange Console Management • Strong customer handling skills and advanced communication skills by Engineer in English • Excellent organizational skills • Advanced knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 365. • Advanced technical skills and knowledge of Mac OS • Good technical skills and knowledge of Linux OS (Ubuntu and CentOS) • Administration experience of MS Active Directory users & groups, policies and management concepts • Excellent skills in user IT infrastructure – Desktops, Laptops , Printers, Handhelds, Smartphone etc. • Experience with using and troubleshooting Outlook 2010/365 within a multi domain environment (permissions, calendar sharing and delegation) • Advanced knowledge and minimum 4 years’ experience of supporting at least two of the following operating systems, as well as common tools for the platforms (including Microsoft Office): Windows 10; OS X; Linux (CentOS and/or Ubuntu) • Basic understanding of a broad range of core IT services (e.g., networking, DNS, DHCP, LDAP, Active Directory, print servers) • Advanced troubleshooting and research skills • Advanced knowledge of PC, laptop, and peripheral hardware Soft Skills • Must be from global support background. • Motivated to complete tasks and projects • 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 • Strong to excellent written and verbal communication skills • Excellent communication skills with both users and next-level IT support • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels • Strong customer service skills • Ability to interact with customers so as to ensure that the service is polite, efficient and responsive • Must be detail oriented and self-motivating, self-starter with ability to work on their own initiatives • To work through issues analytically to a successful conclusion • Flexibility with respect to time – client deliverables need to be met with a Can do attitude • Excellent problem solving / quantitative/ analytical skills • Minimum of 2 years experience of provising support to VIP or Executives 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 Service desk staff and to be on call via pager during the week. • Customer Focus • Teamwork • Technical Expertise • Interpersonal Effectiveness • Concern for Order and Quality • Strong Microsoft Office skills (Outlook, Word, and Excel) • Thorough understanding of Outlook's calendaring tool • Understanding of Exchange functional accounts and how they are used within Microsoft technologies • Desk side Support Management • Customer Relationship Management Years of Experience • Total : 3-4 yrs. of University education post High school (B.Sc. or Diploma) • Relevant : 5+ years of Service desk/desk side, customer service, and support experience with problem solving involving hardware. Certification requirements • Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred Education requirements • Total: 3-4 years of University education post High school (B.Sc. or Diploma) • Bachelors / Masters / Equivalent