Senior Analyst - English, Arabic, Microsoft Windows

Job Summary

Service Desk L1 - English

Key Responsibilities

Responsibilities:

• • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• A complete understanding of the organization’s business.
• An ability to think critically about systems and to make adjustments consistently as needed.
• The ability to manage time effectively while setting the tone of the team through modeling and leadership.
• 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 EUC operations • · 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 EUC operations

Skill Requirements

Phone/Email/Chat support experience necessary. · 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, Windows 10 · Servers: Windows 2000, Windows 2003, Windows 2008, · Knowledge of Active Directory, Exchange · ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center , Service Now · User account creation for Active Directory, Exchange Mailboxes, Distribution lists · Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools · MS Office Suite : 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

Other Requirements

• Excellent communication and conversation skills (Verbal and Written), B2 level English communication skill
• 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