Employee Care IT
Hcl Technologies Sweden AB / Supportteknikerjobb / Stockholm
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Linköping,
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Göteborg eller i
hela Sverige General Description
JOB-L1 Level support in Desktop Services. Candidates without Desktop services experience can also apply. Fresh Graduates can also apply
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.
• 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, chat, 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
• Provide knowledge transfer of EUC operations
Technical Requirements
• Phone & Chat 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 8, Windows 10 & MAC
• Knowledge of Active Directory, Exchange
• ITSM ticketing tools such as Remedy & Service Now
• 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),
• Troubleshooting VPN issues
• Support for laptop, desktops, and printers
• Handheld device support - Iphone and Ipad
• 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 help desk staff and to be on call via pager during the week.
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness
• Concern for Order and Quality
• Very good English ( Min B2)
Years of Experience
Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)
Relavant : 6 months - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.
Certification requirements
• Preferred MCP/MSCE/MSCA or HDI CSS
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Place of work: Stockholm,Sweden
Varaktighet, arbetstid
Permanent.
Publiceringsdatum2018-05-29Så ansöker duSista dag att ansöka är 2018-06-18
KontaktSwati-d@hcl.comkailashkenjale@hcl.comFöretagHCL Technologies SWEDEN AB
AdressHCL Technologies SWEDEN AB
11134 STOCKHOLM
KontorsadressSveavägen 21 4 TR
Jobbnummer 4173302
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