Remote Desktop Support en Hcl Technologies

 

RDS (Remote Desktop Support)

Job Description

·        Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services

·        Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.

·        Communicate comfortably and effectively with customers and management

·        Demonstrable Subject Matter Expert on Service Desk

·        Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;

·        Familiarity with Service Management Tool suites and other technologies used in the Service Desk and Remote Desktop support environment, and their appropriate adoption by client and supply-side agencies.

·        Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;

·        Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same;

·        Excellent communication (verbal, written, listening) and influencing skills.

·        Provide advanced hardware / software / network problem diagnosis / resolution via telephone for customer’s end users

·        Document knowledge articles based on resolutions identified

·        Route problems to internal I.M. support staff

·        Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution

·        Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's

·        Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos

·        To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices

Principal Accountabilities

·        Designated above plus:

·        Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.

·        Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems.

·        Projects: perform effectively as project team member as required for help desk projects and internal assignments.

·        Training: Be willing to participate in on the job training designed to enhance skills and support capabilities.

 

  Knowledge, skills & experience

·        Education – any formal background will be considered, IT background preferred.

·        Analytical and systematic problem solving skills required.

·        Excellent written and communicational fluency expected.

·        The following will be considered an advantage:

·                  Help desk, remote desktop experience with problem solving involving hardware, software, applications, and networks.

·                  Phone support experience.

·        Advanced Technical helpdesk experience.

·        Technical & customer specific training will be provided.

·        Work may be designated for any shift time (24/7 support) so nighttime and holiday availability may be required.

 

What we offer:
▫ Life insurance.
▫Major Medical Expenses Insurance.
▫Minor Medical Expenses Insurance.
▫Savings Fund.
▫Food vouchers.
▫30 days Christmas bonus.
▫12 days of vacation in the first year as dictated by law.