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Help Desk Analyst

Company name
HCL Technologies Limited

San Antonio, TX

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Help Desk Analyst

HCL Technologies

San Antonio


Job #684941236

Help Desk Analyst - Responsibilities Accept & registers Service Calls Classify Service Calls according to the specified options Execute 1st attempt to solve the Service Call Refer Service Call to the appropriate Resolution Owner Support Group Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself). Escalate to the appropriate management level when thresholds are violated. Close Service Call Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA. Report about Service Calls Communicate response times for dispatched tickets to the customers Manage the entire service request process ensuring adherence to SLA Execute service requests such as setting up NT/Outlook accounts as per the SLA Process and send IT reports Skills Customer-focused Thorough knowledge of troubleshooting remote access issues Excellent communication skills, (active listening skills) Able to articulate and speak with clear voice Diplomatic and must have interpersonal skills Able to understand the business’s objectives Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field Must have empathy with end users Team player Professional code of conduct Must have a good understanding of the organization Must have basic technical knowledge of all technology used for the business processes. Able to deal with stress Good writing techniques (English) Good phone techniques (English) Tech Skills Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Hands-on 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, 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

Updated 06/13/2018

Company info

HCL Technologies Limited
Website :

Company Profile
HCL TECHNOLOGIES: AN INNOVATIVE TECHNOLOGY SOLUTION ENTERPRISE At the dawn of the new millennium, a unique information technology company was born: HCL Technologies. As narrated in the video below, HCL Technologies has demonstrated remarkable growth through the recent economic downturn, emerging as one of only eight 21st century listed technology companies in the world to cross $1bn in Net Profit, $6bn in Revenue and $15bn in Market Capitalization. This was possible because we believe that real value lies in the relationship created between customer and provider, which is built on three deeply rooted value systems: We put Employees First, empowering them to believe in everyday ideas that create immense value for our customers, making HCL Technologies the world's largest Ideapreneurship™. Our fixation on Value Centricity is dedicated to delivering more value for our clients, putting their interests ahead of ours and delivering value that goes beyond the contract. Our belief in Trust, Transparency and Flexibility drives us to step into our customers' business reality, guaranteeing outcomes with great enthusiasm. While we pride our eye to detail in constructing robust contracts with clients, we realize that only a Relationship Beyond the Contract can capture what will change tomorrow. The management's role at HCL Technologies is to empower employees to believe in the power of ideas - a culture we call Ideapreneurship. Helping clients from all spheres of work through innovative technology solutions, Ideapreneurs are transforming global businesses - one relationship at a time.

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