• Job Description

  Req#: 1420776BR
  Service Desk Specialist - English (Full Time)Workplace: United KingdomThis is a Service Desk Specialist role (24 7 environment) which involves end user support on Service Desk escalated tickets. It also includes handling user access management tasks (Onboarding/Offboarding/Distribution List/Shared mailbox etc.) in Active Directory and Exchange/O365 environments.Responsibilities: Troubleshoot Service Desk escalated issues. Handle User Access Management tasks Use the Ticketing system to document and manage incidents and work requests and their respective resolutions and circumvention's. Assign work orders / incidents to appropriate support teams (2nd & 3rd level) and follow up until closure. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Additionally, work closely with peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. Work closely with Incident Management support staff to obtain technical knowledge and to permanently solve problems. Perform effectively as project team member as required for help desk projects and internal assignments. Manage user accounts across applications running on various platforms (e.g., Windows, Active Directory, Exchange) Create and administer LAN accounts, Global Groups, email accounts for new users Create and administer various shared resources (e.g. distribution lists, directories, shared email accounts, shared calendars and conference rooms) Standardize network resources as per client requirements and grant permissions on them Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient wayTechnical Requirements: Phone support experience necessary. Technical helpdesk experience is necessary. Understanding of ITIL processes Ability to define processes and implement them as per need. Ability to conduct Root Cause Analysis Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone. Exposure to Active Directory/Security Groups/OUs Familiarity with the process of creating user accounts for Active Directory, Exchange mailboxes, distribution lists, Security Groups, Email Contacts, Shared Mailbox etc. Hands-on work experience with the following:o ITSM ticketing tools: Example: Remedy, ServiceNow etc.o Windows Client Operating system: Windows 7,8,10,11, etc.o Knowledge of Active Directory, Microsoft Exchange, Microsoft 365o VPN and remote dial-in userso Virtual Environment: Citrix and VDIso Encryption: BitLocker etc.o Support for laptop, desktops, and printerso Smartphones, Tablet. PDA and blackberry supporto Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meetingo Collaboration Applications: Teams, Jabber etc.o MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlooko Internet browsers (e.g. Internet Explorer, Chrome, Firefox)o Others: Adobe Acrobat and other common desktop applications like WinZip, etc.Other Skills / Experience: 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. Customer Focus Teamwork Technical Expertise Interpersonal Effectiveness Concern for Order and Quality Desire to reinforce HCL s values and methodology Should be comfortable working in a 24 7 evironment.Soft Skills

• About the company

  HCL Technologies is an Indian multinational information technology services and consulting company, headquartered in Noida, Uttar Pradesh, India.

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