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Saturday, April 27, 2013

HCL: Walk-in for Technical Support Service Desk L1 on 30th April 2013



This job is posted at www[dot]IndiaTechJob[dot]com
HCL requires Technical Support Service Desk L1 at HCL COMNET, NOIDA on 30th April 2013 

Experience: 06 months - 3 years


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



Desired Profile
Technical Requirements


  •  Technical voice Experience required
  •  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

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

Date of Interview:- On Tuesday 30th April 2013
Timings: 10:30 am to 4:00 pm
Job Location: Noida/Manesar

Interview Venue Details:-
HCL COMNET LTD
A-37, Sec-16, Noida
Landmark- Behind Mc Donalds Sec-16 Noida

Contact Person: Shalini Sharma

NOTE: Please carry your updated resume.

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