Help Desk Expert

4 days ago


Bengaluru, Karnataka, India HCLTech Full time
Job Summary

We are seeking a skilled Technical Support Specialist to join our team at HCLTech. The successful candidate will have experience in a technical support or service desk role and be familiar with common operating systems, networking concepts, and ITSM tools.

Key Responsibilities:
  • Technical Support: Provide technical assistance to clients, troubleshoot and resolve technical issues, and assist with password resets and account lockouts.
  • Incident Management: Log, categorize, and prioritize incidents and service requests, escalate unresolved issues, and track and monitor open service requests and incidents.
  • Software & Hardware Installation and Configuration: Install, configure, and maintain software applications and hardware devices, and assist in setting up new users' accounts and workstations.
  • Knowledge Base & Documentation: Document troubleshooting steps and solutions, provide self-help guides and FAQs, and maintain accurate records.
  • Customer Service: Provide excellent customer service, ensure issues are resolved within SLAs, and maintain a professional demeanor.
  • System Monitoring and Maintenance: Assist in monitoring system performance, conduct routine maintenance tasks, and support software updates and system upgrades.
Requirements

The ideal candidate will have a high school diploma, associate's degree, or relevant certifications, and 1-2 years of experience in a technical support or service desk role. Familiarity with Active Directory, email clients, and remote desktop tools is also required.


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