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HCL Hiring Service Desk L1- Technical Support- Chennai

1 - 3 yrs

Time and Venue

6th April , 10 AM onwards

HCL Technologies AMB 4 94, South Phase AMB 4, Ambattur Industrial Estate Rd, Ambattur, Chennai, Tamil Nadu 600058

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Not Disclosed by Recruiter Posted 21 days ago Job Applicants: 99 Job Views: 611

Job Description

 
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    Greetings!!

    HCL hiring for Service desk L1 Technical Support(Voice)

    Mention VERTIKA SHARMA Direct Applicant in HCL Interview Record form and at the top of your resume. 

    Job Description of Service Desk.

    • 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 circumvention's.
    • 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 follow-up 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 PC-based 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 on-going 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 Service Desk operations 

    Technical Requirements

    • Phone support experience necessary.
    • Technical Service desk 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.

    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 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

    Years of Experience

    6 months - 3 years of Service desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.

    Documents to Carry(Mandatory)*
    • Hard Copy of your updated Resume.
    • Printout / Screenshot of this walkin post
    • One Government ID proof Xerox copy (Preferable Passport ) 
    • One Passport size photograph.
    Mention VERTIKA SHARMA - Direct Applicant in HCL Interview Record form and at the top of your resume.

    email: vertikash@hcl.com 

Salary: Not Disclosed by Recruiter

Industry: IT-Software / Software Services

Functional Area: IT Software - Application Programming , Maintenance

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:Technical Support Engineer

Employment Type: Permanent Job, Full Time

Keyskills

it support technical support desktop support service desk remote support it service desk troubleshooting it helpdesk helpdesk executive voice technical support voice tech support voice technical support executive voice technical support engineer

Desired Candidate Profile

    Please refer to the Job description above

Education-

UG: B.Tech/B.E. - Any Specialization, B.Sc - Any Specialization, B.Com - Commerce, B.A - Any Specialization, B.B.A / B.M.S - Management

PG:M.Tech - Any Specialization, MCA - Computers, MS/M.Sc(Science) - Any Specialization

Company Profile:

HCL Technologies Limited

HCL Technologies Limited is an Indian multinational IT services company, headquartered in Noida, Uttar Pradesh, India. It is a subsidiary of HCL Enterprise
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Walkin Interview

6th April 10 AM

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Job Posted by

Vertika Sharma Company Recruiter HCL Technologies Limited

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