What are the responsibilities and job description for the Help Desk Analyst position at HCL Global Systems Inc.?
Job Description
Job Description
JOB SUMMARY :
Responsible for receiving all telephone or automated requests for IT assistance, ensuring that the request or problem is accurately recorded and fulfilled within established timeframes.
PRIMARY DUTIES :
Primary duties may include, but are not limited to :
Handles basic technical problems via the telephone and resolves first line customer issues.
Logs and manages calls while utilizing the correct procedures.
Handles specialized functions including fulfillment and special projects.
Make appropriate and timely referrals of any requests that cannot be immediately resolved.
REQUIREMENTS :
Requires an AA / AS degree in Information Technology, Computer Science or related field of study and minimum 1 year experience with personal computers, computer networking, telecommunications or configuration management troubleshooting experience; or any combination of education and experience, which would provide an equivalent background.
PREFERRED QUALIFICATIONS :
2 years customer service experience strongly preferred.
Knowledge and use of SD tools strongly preferred.
Technical knowledge of personal computer hardware and software, networking; telecommunications, applications, and / or configuration management strongly preferred.
