DESK SIDE SERVICES

Adhering to SLAs

ITIL Processes awareness and adhering to ITIL process workflow

Reporting to the HCL Track Lead / Team Lead

Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues

Ensuring that the IT processes are adhered to

Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices

Tracking work tickets on ITIL based ticketing system like Service Now

Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues

Performs repairs on computers, laptops, printers and any other authorized peripheral equipment

Improves and maintains customer and employee satisfaction

Performing asset inventory activities as needed

Create documentation for processes and procedures of day to day work. Creating KB articles

Qualifications

Required Skills / Qualifications: 

Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer

Strong Microsoft Operating System installation(Win10 / MAC OS X) and troubleshooting skills Strong Experience in Providing Hands & feet Support for Network and Datacenter Equipments/Devices Stong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers

Strong experience in troubleshooting MS office , O365 (Outlook, Word, Excel, Powerpoint etc)

Strong desktop support knowledge including hardware, software, and networking concepts

Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds

Good knowledge of MAC OS, IPAD and Android devices

Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint

Knowledge on ITIL Ticketing tools such as ServiceNow, BClient remedy etc

Additional Responsibility 

Might need to travel to other sites based on demand and requirements

On-call requirement for P1/Urgent issues outside regular support hours (local business hours)

Handle operations and customer requirements as per process and agreed SOW

Possible rotational shifts

Desired Skills and Experience

ITIL, WINDOWS, MAC, TROUBLESHOOT