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Help Desk Support

HCL America Inc
Cary, North Carolina, United States
November 28, 2016

• Exceptional communication and customer handling skills

• Experience working with ticketing system.

• Strong analytical skills and quality conscious

• Should work in 24/7 rotational shift timing

• Should resolve technical problem (over a phone/Chat or remote systems support)

• Understanding of Windows XP/Win 7.

• Understanding of Email configuration and support on MS office tools.

• VPN troubleshooting and Incident Management.

• Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)

• Understanding of Network Concepts

• Experience with AD

• Understanding of troubleshooting Mobile Devices

• Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions

• Follow the escalation process

• Follow the shift hand-over process

• Update work logs

• Update the knowledge base

• Coaching fresher’s to be independent