About this role
About the Role Analyst - English, Arabic, Microsoft Windows within HCL's Service Desk environment. Responsible for L1/L2 requests, incidents and problems, working with clients via phone and remote tools to resolve issues and maintain service management standards. What You'll Do
- Serve as the first point of contact for customers seeking technical assistance over the phone or chat
- Perform remote troubleshooting and diagnostic questioning
- Determine the best solution and walk customers through problem solving
- Escalate unresolved issues to the next level
- Provide accurate information on IT products or services
- Record events, problems and resolutions in service logs
- Follow-up and update customer status
- Provide feedback to internal teams and suggest procedural improvements
- Monitor end-user events and respond to incidents and service requests, including P1 incidents, logs, and vendor alerts; manage problems through to resolution
- Input into development/documentation of service management procedures and standards What We're Looking For
- Phone support experience
- ITIL knowledge of V3 or V4, especially Service Desk, Incident, Problem, and Change Management
- Technical helpdesk experience
- Disciplined, systematic problem-solving skills
- Hands-on experience with Windows operating systems; Windows 7/10
- Knowledge of Active Directory and Exchange
- ServiceNow experience
- User account creation for Active Directory, Exchange mailboxes, distribution lists
- Familiarity with remote desktop tools (SCCM, WebEx, Live Meeting)
- MS Office Suite 2016 (Word, Excel, PowerPoint, Outlook, Project, Visio)
- Browsers (Internet Explorer/Edge, Chrome, Firefox)
- VPN and remote dial-in
- Support for laptops, desktops, and printers
- PDA and MDM support
- Education: Bachelor's/College Degree in Computer Science/IT or related
- At least 2 years' experience with Systems Integrator or Managed Services Provider
- Experience with Windows Server OS and services (Remote Desktop Services, AD, DFS)
- English and Arabic language proficiency Compensation & Benefits