Job Description

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

Receiving, logging and managing calls from internal & external staff via telephone, email or chat.

Able to recognize situational trends and call team and management attention to them

1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers

Troubleshoot basic network and VPN issues

Escalate unresolved calls to next level

Log all calls in the Service Desk Call Logging system

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and adhere to all service management principles

Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)

Provide supporting stats for the weekly Service Desk report on call trends

Generating support documentation to assist staff with requests for information & provide input for staff training as required

Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.

Blackberry and Smart Phone account management and provision

Flexibility to work in a 24x7 work environment.

Qualifications :

BS graduation with 1 year of minimum IT Service Desk and/or Call Centre experience required

An ITIL qualification is preferable but not essential

MCP/N+/A+ certification would be desirable

Requirements

Excellent communication skills and telephone manner.

Excellent organizational skills

Incident Management experience – Managing incidents including business expectations and communication

Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.

Self-motivated achiever who gains satisfaction from providing excellent customer service

Min : 35K - Max : 57K

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

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