Analyst (Support & Operations) (164030)

Job Summary

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. Utilize the Incident Management System to record and manage issues, work requests, and their corresponding resolutions or workarounds. . 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 problems 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 . Participating 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: Windows10. Knowledge on MAC (Good to have) Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc. ITSM ticketing tools such as Remedy, HP Service Center, Service Now User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools Knowledge of Clinical apps like Cerner, All Scripts, \"eHR\" Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers Smartphone Support - Iphone and Andriod Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Key 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. Utilize the Incident Management System to record and manage issues, work requests, and their corresponding resolutions or workarounds. . 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 problems 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 . Participating 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: Windows10. Knowledge on MAC (Good to have) Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc. ITSM ticketing tools such as Remedy, HP Service Center, Service Now User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools Knowledge of Clinical apps like Cerner, All Scripts, \"eHR\" Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers Smartphone Support - Iphone and Andriod Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Skill Requirements

Personal dedication to providing high quality, superior service always. 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 always do so. Ability to work flexible hours from time to time to cover for other desk staff and to be on call via pager during the week Excellent communication and conversation skills (Verbal and Written) Good documentation skills Should have a great customer handling skills Able to handle unforeseen situations Can fluently communicate, read, and write in English to a minimum standard of C1 (“Effective operational proficiency or advanced”) based on Common European Framework of Reference for Languages Can drive HCL’s value and its methodology

Other Requirements

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. Utilize the Incident Management System to record and manage issues, work requests, and their corresponding resolutions or workarounds. . 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 problems 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 . Participating 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: Windows10. Knowledge on MAC (Good to have) Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc. ITSM ticketing tools such as Remedy, HP Service Center, Service Now User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools Knowledge of Clinical apps like Cerner, All Scripts, \"eHR\" Internet browsers (e.g. Explorer, Chrome, Firefox), VPN and remote dial-in users Support for laptop, desktops, and printers Smartphone Support - Iphone and Andriod Others: Adobe Acrobat and other common desktop applications like Winzip, etc