Deskside Engineer​/Desktop Support Engineer

Desktop Support Specialist

Responsibilities

• Good in data analysis & reporting using MS Office and ITSM tools
• Coordinate desktop changes to avoid deployment collisions
• Prepare requests for rollout
• Prioritize change requests
• Create rollout plans for change requests
• Coordinate implementation process
• Keep track of requests and make sure they are implemented as planned
• Participate in incident handling concerning desktop changes
• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus
• Microsoft environment knowledge (desktop & server)
• Have good technical understanding of the products building up a desktop service
• Experience from the desktop environment
• Understanding and experience of change management process

Technical Requirements

• Phone support experience necessary
• Technical service desk or technical call center experience is necessary
• Disciplined, systematic problem solving skills required
• Windows operating systems
• Clients:
  Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 8, Windows 10
• Servers:
  Windows 2000, Windows 2003, Windows 2008
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, Client Service Center, client Service Center
• Remote desktop connectivity applications like SMS, Bomgar, Web Ex, 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 Win Zip, 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 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 Service desk staff and to be on call via pager during the week

Years of Experience

• Relevant: 7+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware

Certification Requirements

• Preferred MCP/MSCE/MSCA/A+ or HDI CSS or Cisco certification
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred