Desktop support

Job TitleResponsibilitiesGood in data analysis and reporting using MS Office and ITSM toolsCoordinate desktop changes to avoid deployment collisionsPrepare requests for rolloutPrioritize change requestsCreate rollout plans for change requestsCoordinate implementation processKeep track of requests and make sure they are implemented as plannedParticipate in incident handling concerning desktop changesParticipate in projects concerning bigger desktop changes, for example rollout of new antivirusMicrosoft environment knowledge (desktop & server)Have good technical understanding of the products building up a desktop serviceExperience from the desktop environmentUnderstanding and experience of change management processTechnical RequirementsPhone support experience necessaryTechnical service desk or technical call center experience is necessaryDisciplined, systematic problem solving skills requiredWindows operating systemsClients: Windows XP, Windows 10Servers: Windows 2008/2012/2016Knowledge of Active DirectoryITSM ticketing tools such as Service now, Remedy, Client Service Center, client Service CenterRemote desktop connectivity applications like Team Viewer, SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMS Office Suite MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioInternet browsers (e.g. Explorer, Chrome, Firefox)VPN and remote dial-in usersSupport for laptop, desktops, and printers all modelsPDA and blackberry supportOthers: Adobe Acrobat and other common desktop applications like WinZip, etcSoft SkillsExcellent communication and conversation skills (verbal and written)Good documentation skillsGood working knowledge of MS OFFICE (including MS Project and Visio)Should have great customer handling skillsAble to handle unforeseen situationsHigh level of acceptanceCan drive HCL's value and its methodologyOther Skills / ExperienceAbility to successfully provide hardware/software/network problem analysis and resolution support over the phonePersonal dedication to providing high quality, superior service at all timesAbility to integrate as a cross-functional, team player in a fast-paced environment where all information is sharedAbility to learn new information quickly and the willingness to do so at all timesAbility to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the weekCustomer FocusTeamworkTechnical ExpertiseInterpersonal EffectivenessConcern for Order and QualityYears of ExperienceRelevant: 7+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardwareCertification requirementsPreferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certificationITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred Omni Inclusive