Desktop Support Level 1

Primary Skills:

• Should have experience into Desktop/ Desk side support/ Windows experience (Windows Based)

• Should have experience in working in enterprise call centre environment.

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users

• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

• Administer and provide User account provisioning.

• 1-2 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.

• Phone support experience necessary.

• ITIL knowledge of V2 or V3. Especially on Service Desk, Incident, Problem, and Change Management

• 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 Centre, Peregrine Service Centre

• User account creation for Active Directory, Exchange Mailboxes, Distribution lists

• Remote desktop connectivity applications like SMS, Bombard, 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

• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Desktop support Level 1

Client : HCL America; This is a Contract-to-Hire role.