EUC Support

General Description

• Job description for Desk-Side profile.

Responsibilities

• Good in Data Analysis & Reporting using MS Office and ITSM tools
• Coordinate desktop changes to avoid deployment collisions on high priority incidents.
• Prepare requests for rollout.
• Participate in incident handling concerning desktop changes.
• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
• Microsoft environment knowledge (desktop, o365).
• Have good technical understanding of the products building up a desktop service.
• Experience from the desktop environment.
• Understanding and experience of ITSM and ticketing process.

Technical Requirements

• · On site support experience necessary.
• Ability to carry out commissioning of new laptops and desktops across shopfloor wherein as needed.
• Ability to move around along with necessary tools and devices across shopfloor wherein as needed.
• Maintain the asset inventory at the facility and update on the desired tool.
• · Disciplined, systematic problem solving skills required.
• · Windows Operating systems (Win10, 11)
• · Knowledge of Active Directory
• · ITSM ticketing tools such as Service now.
• · Remote desktop connectivity applications like Team Viewer.
• · MS Office Suite MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• · Internet browsers (e.g. Edge, Chrome),
• · VPN(Cisco) and remote dial-in users.
• · Support for laptop, desktops, and printers all models

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 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.
• Customer Focus, Teamwork , Technical Expertise.
• Interpersonal Effectiveness
• Concern for Order and Quality

Years of Experience

• Relevant : 5+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.

Certification requirements

• Preferred MCP/MSCE/MSCA
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred