七台河招聘

Job description for Service Desk L1 profile.

Responsibilities

？ Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s 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

Job Description Unified Service Desk

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 HCL’s 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

？ 2 - 3 years of Service desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.

Education requirements

？ Total: 3-4 years of University education post High school (B.Sc. or Diploma)

？ Bachelors / Masters / Equivalent