HCL Technologies Limited (
http://www.hcltech.com/ )
HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 4.7 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies ( www.hcltech.com ) and HCL Infosystems (www.hclinfosystems.in)
The 3 decade old enterprise, founded in 1976, is one of India's original IT garage start ups. Its range of offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of Technology and Telecom products in India. The HCL team comprises 53,000 professionals of diverse nationalities, operating across 18 countries including 360 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.
HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 4.7 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies ( www.hcltech.com ) and HCL Infosystems (www.hclinfosystems.in)
(Experienced) Walk-In : Technical Service Desk - L1 @ Noida
Job Position : Technical Service Desk - L1
Role : Technical Service Desk
Job Category : Hardware / Networking
Walk-In Location : Noida, NCR
Job Location(s) : Noida / Manesar
Number of Vacancies : 20
Desired Experience : 6 Months to 3 Years (Mandatory)
Key Skills : Technical Helpdesk, Technical Support, IT helpdesk, Technical Service Desk, Technical Voice Support
Job Description :
• Technical Support to HCL's business clients.
• He / She will be responsible to provide 100% voice support to the clients and provide technical resolution.
• Incumbent should open for 24x7 operations.
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
Technical Requirements :
• 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
Please Carry (mandatory) :
• Updated Resume Copy
• Photo ID proof
• Latest Pay Slips
• Please carry a print out of this mail
• Carry hard copy of your Current Annual Salary Breakup (Salary Annexure)
Walk-In Interview on 4th - 7th September 2012 at 10am to 3pm
Walk-In Venue :
HCL COMNET LTD
A-37, Noida Sector - 16,
Noida
Landmark - Behind McDonalds
Contact Person : Ishita/Namrata
For more details visit: http://www.hcltech.com/
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