Analyst - English, Arabic, Microsoft Windows

Job Summary

Service Desk L1 - English Read More ...

Key Responsibilities

Responsibilities:

• \r\n\r\n\r\n• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.\r\n• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.\r\n• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.\r\n• An ability to balance and plan the short-term actions of the team.\r\n• Knowledge and understanding of all relevant industry standards.\r\n• Knowledge and understanding of best practices for service management.\r\n• Strong communication skills, including the ability to be influential and persuasive with stakeholders.\r\n• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.\r\n• A complete understanding of the organization’s business.\r\n• An ability to think critically about systems and to make adjustments consistently as needed.\r\n• The ability to manage time effectively while setting the tone of the team through modeling and leadership.\r\n• Troubleshoot client software and basic network connectivity problems\r\n• Identify, evaluate and prioritize customer problems and complaints\r\n• May train users and operators on a limited basis and/or may write training procedures\r\n• Participate in on-going training and departmental development\r\n• Routine maintenance updates with other IT staff and business units\r\n• Provide all required documentation including standards, configurations and diagrams\r\n• Provide knowledge transfer of EUC operations\r\n• · Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users\r\n• · Route problems to internal 2nd and 3rd level IT support staff.\r\n• · Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.\r\n• · Administer and provide User account provisioning.\r\n• · Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.\r\n• . Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate \r\n• support teams and follow up until closure.\r\n• . Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, \r\n• and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs\r\n• . Perform user account management activities\r\n• Escalate complex problem to appropriate support specialists\r\n• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,\r\n• presentation graphics, database management systems, electronic mail, and communications)\r\n• . Troubleshoot client software and basic network connectivity problems\r\n• . Identify, evaluate and prioritize customer problems and complaints\r\n• . May train users and operators on a limited basis and/or may write training procedures\r\n• . Participate in on-going training and departmental development\r\n• . Routine maintenance updates with other IT staff and business units\r\n• . Provide all required documentation including standards, configurations and diagrams\r\n• . Provide knowledge transfer of EUC operations Read More ...

Skill Requirements

· Phone/Email/Chat support experience necessary.\r\n· Technical helpdesk or technical call center experience is necessary.\r\n· Disciplined, systematic problem solving skills required.\r\n· Hands-on work experience with the following: \r\n· Windows Operating systems\r\n· Clients: Windows7, Windows Vista, Windows XP, Windows 2000, Windows 10 \r\n· Servers: Windows 2000, Windows 2003, Windows 2008, \r\n· Knowledge of Active Directory, Exchange \r\n· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center , Service Now\r\n· User account creation for Active Directory, Exchange Mailboxes, Distribution lists\r\n· Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools \r\n· MS Office Suite : MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio\r\n· Internet browsers (e.g. Explorer, Chrome, Firefox), \r\n· VPN and remote dial-in users\r\n· Support for laptop, desktops, and printers\r\n· PDA and blackberry support\r\n· Others: Adobe Acrobat and other common desktop applications like Winzip, etc Read More ...

Other Requirements

• Excellent communication and conversation skills (Verbal and Written), B2 level English communication skill\r\n- Good documentation skills\r\n- Good working knowledge of MS OFFICE (Including MS Project and Visio)\r\n- Should have a great customer handling skills\r\n- Able to handle unforeseen situations\r\n- High level of acceptance\r\n- Can drive HCL’s value and its methodology Read More ...