Help Desk Analyst
Help Desk Analyst
Posted on :
24-08-2024
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Job Description
Job Title: Help Desk Analyst
Job Location: San Antonio TX (Onsite)
Job Duration: Long Term
Job Description
Responsibilities :
Responsibilities :
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
- Responds to telephone calls email instant messages and assigned tickets from users; Assign work orders / incidents to appropriatesupport teams and follow up until closure.
- Respond to and diagnose problems through discussions with users including problem recognition logs research isolation resolutionand followup steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Perform user account management activities
- Escalate complex problem to appropriate support specialists
- Responsible for activities relating to the evaluation analysis and setup of PCbased software products (e.g. word processors spreadsheets
- presentation graphics database management systems electronic mail and communications)
- Troubleshoot client software and basic network connectivity problems
- Identify evaluate and prioritize customer problems and complaints
- May train users and operators on a limited basis and/or may write training procedures
- Participate in ongoing training and departmental development
- Routine maintenance updates with other IT staff and business units
- Provide all required documentation including standards configurations and diagrams
- Provide knowledge transfer of EUC operations
- Phone support experience necessary.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined systematic problem solving skills required.
- Handson work experience with the following:
- 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
- User account creation for Active Directory Exchange Mailboxes Distribution lists
- Remote desktop connectivity applications like SMS Bomgar WebEx Live Meeting and Windows Native tools
- MS Office Suite (XP): MSWord MSExcel MSPowerPoint MSOutlook MS Project and MS Visio
- Internet browsers (e.g. Explorer Chrome Firefox)
- VPN and remote dialin users
- Support for laptop desktops and printers
- PDA and blackberry support
Others:
- Adobe Acrobat and other common desktop applications like Winzip etc
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- 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
- 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 crossfunctional team player in a fastpaced environment.
Employment Type
Full Time
Key Skills
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