SeniorAnalyst - English, Spanish, Windows

Job Summary

Provide first-level IT support to English and Spanish-speaking users via phone, email, chat, and ticketing systems. Diagnose and resolve technical issues, document incidents, and ensure timely resolution in accordance with SLA requirements.

Key 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 EUC operations

Skill Requirements

 Phone 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

 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

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 Requirements

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 help desk staff and to be on call via pager during the week.

Customer Focus

Teamwork

Technical Expertise

Interpersonal Effectiveness

Concern for Order and Quality