Service Desk or Helpdesk

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 127,000+ ‘Ideapreneurs’ working in 43 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Job Title:
Service Desk

Job Location:
Cary NC 27518

• Provide effective IT support services across all clients both onsite and remotely.
• Comfortable to work in 24x7 environment.
• To ensure that all incidents are closed within SLA.
• To ensure that all installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded upon.
• Working with customers and internal teams to ensure operational and service excellence is delivered and maintained.
• Supporting and maintaining MS Server/Desktops.
• Supporting and maintaining Office 365 Solutions and G Suite Solutions.
• Escalate IT issues within the team where necessary.
• Setting up and configuring new laptops and desktops.
• Installing authorized software to laptops and desktops.
• Troubleshoot desktop and system problems, diagnose and solve hardware/software.

• Managing user account across applications running on various platforms like O365 Administrator, Windows Active Directory, etc.
• Create and administer LAN (Domain) accounts of the users.
• Create and administer various shared resources e.g. Distribution Lists, Directories and provide permissions to the user as required by them.
• Standardize the network resources as per the client requirement.
• Ensure that the customer has the appropriate access to the tools to support the business in an efficient way.
• System Administrator for the User Account Maintenance and Incident Management Systems.
• Create LAN (Domain) and/or E-mail account for the users and administer them.
• Grant permissions on various network resources available to users.
• Creation and administration of Global groups.
• Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms.
• Creation of New Directories as per the customer guidelines and grant permissions on them.
• Creation, modification and deletion of user accounts on different Servers.
• Creation, Modification and deletion of user accounts on Client managed systems & applications.

• Works within the team and assists others, where required, to achieve a common goal.
• Listens to and is open to ideas and suggestions from others.
• Use initiative to ensure that high importance deadlines and SLAs are met.
• Takes every opportunity to go the extra mile for the company.
• Demonstrates enterprise by continually enhancing themselves and their workplace.
• Demonstrates enterprise by suggesting ways to develop the business processes and by being proactive.
• Acts a champion for the importance of customer experience within the business.
• Always willing to cooperate and assist.
• Acts as a true ambassador for the business.
• Understands impact of own behavior and language on others and modifies as appropriate.

• BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience.
• Understanding of ITIL framework.
• 1+ years working on or leading a technical service desk for a MSP.
• Proven technical ability working for an MSP, through relevant, demonstrable, technical qualifications/experience.
• Good organizational, time management and prioritization skills.
• Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint).
• The ability to communicate confidently and clearly to customers both face to face and over the telephone. Experience with various operating systems, and diverse technical environments and software troubleshooting.
• Excellent customer service orientation and verbal communication skills.
• Advanced analytical thinking and problem-solving skills.
• High Standard of Incident and Problem management.
• Previous experience using helpdesk applications.
• Active Directory administration.
• Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting.

All your information will be kept confidential according to EEO guidelines.