Service Desk

Role: Service DeskLocation: Toronto ON (Onsite)

Mode: Contract

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 appropriate support teams and follow up until closure.
• Respond to and diagnose problems through discussions with users including problem recognition logs research isolation resolution
• and 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

Technical Requirements:

• 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

Soft Skills:

• 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 HCLs 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 crossfunctional team player in a fastpaced 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

Years of Experience:

• Total: 34 yrs of University education post High school (B.Sc. or Diploma)
• Relevant: 6 months 3 years of help desk voice customer service and support experience with problem solving involving hardware
• involving hardware software and networks.

Certification requirements:

• Preferred MCP/MSCE/MSCA or HDI CSS
• ITIL knowledge of V2 or V3 especially on Service Desk Incident Problem and Change Management preferred