Deskside Engineer - TechDigital

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, Client Service Center, client 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

· SCCM

· AD

· DHCP

· DNS

· VPN

· IMAGING SOLUTION

· Ticketing tool

· NAT

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