HCL Walk-in for Service desk L1 Technical Support | Chennai | 1 - 3 years | 14th Oct- 18th Oct'19

HCL hiring for Service desk L1 Technical Support, directly walk-in to below venue.

Company Name: HCL Technologies Limited

Experience: 1 - 3 years


Location: Chennai

Interview Date: 17th October - 18th October 2019

Job Description of Service Desk.

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers 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.
• Administer and provide User account provisioning.
• 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, instant messages, 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
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of Service Desk operations 

Technical Requirements

• Phone support experience necessary.
• Technical Service desk 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 Center, Peregrine Service Center
• 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),
• 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 HCLs 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

Years of Experience

6 months - 3 years of Service desk, International voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks. Should have Global support experience.

Documents to Carry(Mandatory)*

• Hard Copy of your updated Resume.
• Printout / Screenshot of this walkin post
• One Government ID proof Xerox copy (Preferable Passport ) 
• One Passport size photograph.

Walk-in Details:

Walk-in Date:- 14th Oct- 18th Oct'19 

Interview Time:- 10:00 AM to 2:00 PM

Spoc: Sharanya/Mohan

Venue:

HCL Technologies Ltd - AMB 6 South Phase, MTH Road, SIDCO Industrial Estate, Ambattur, Chennai, Tamil Nadu 600058

Please mention " Chandni " on the CV while coming for the interview.