Job Description (Posting).
General Description
Job description for Desk-Side profile.

Responsibilities
Good in Data Analysis & Reporting using MS Office and ITSM tools
Coordinate desktop changes to avoid deployment collisions.
Prepare requests for rollout
Prioritize change requests
Create rollout plans for changes requests
Coordinate implementation process
Keep track of request and make sure they are implemented as planned
Participate in incident handling concerning desktop changes.
Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
Microsoft environment knowledge (desktop & server).
Have good technical understanding of the products building up a desktop service.
Experience from the desktop environment.
Understanding and experience of change management process.
Technical Requirements
Phone support experience necessary.
Technical Service desk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Windows Operating systems
Clients: Windows XP, Windows 10
Servers: Windows 2008/2012/2016
Knowledge of Active Directory
ITSM ticketing tools such as Service now , Remedy, HP Service Center, Peregrine Service Center
Remote desktop connectivity applications like Team Viewer, SMS, Bomgar, WebEx, 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 all models
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
Relevant : 7 years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.
Certification requirements
Preferred MCP/MSCE/MSCA/A or HDI CSS or Cisco certification
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases