SENIOR ANALYST
HCL Technologies
ALL, Poland
3 d. temu

Job Description (Posting).

Primary Language - Coroation Responsibilities : - · Provide hardware / software / network problem diagnosis / resolution via telephone / email / chat for customer’s end users · Route problems to internal 2nd and 3rd level IT support staff.

  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning. · Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
  • Provide level 1 remote desktop support and perform other activities based on SOPs . Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.

    g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) .

    Troubleshoot client software and basic network connectivity problems . Identify, evaluate and prioritize customer problems and complaints .

    May train users and operators on a limited basis and / or may write training procedures . Participate in on-going training and departmental development .

    Routine maintenance updates with other IT staff and business units . Provide all required documentation including standards, configurations and diagrams .

    Provide knowledge transfer of EUC operations Technical Requirements · Phone support experience necessary. · Technical helpdesk or technical call center experience is necessary.

  • Disciplined, systematic problem solving skills required. · Hands-on work experience with the following : · Windows Operating systems · Clients : Windows7, Windows Vista, Windows XP, Windows 2000 · Servers : Windows 2000, Windows 2003, Windows 2008, · Knowledge of Active Directory, Exchange 2003 / 2007 · ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center · User account creation for Active Directory, Exchange Mailboxes, Distribution lists · Remote desktop connectivity applications like SMS, Bomgar, WebEx, 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 &

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