Business Line FT | Operations Specialist | Indiana

Job Description

Business Line FT | Operations Specialist | Indiana

Job Summary LOCATION: Indiana DESIGNATION: Operations Specialist JOB DESCRIPTION: 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: Windows7, Windows Vista, Windows XP, Windows 2000,Windows 8,Windows 10
• · 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
• · 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
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 QUALIFICATION: B Tech, Bachelor of Arts, BCom, BSc SKILLS: DWP-FSS-Desk Side Services EXPERIENCE: 2.5-5 Years NO. OF POSITIONS: 1 View Job Details and Apply