Desktop Support

Role: Remote Desktop Support Location: - Melbourne, FL Primary: • IP Phone support experience necessary • Expert in handling Office Applications i.e Outlook ,MS Teams , Zoom Conferencing • Understanding of Networking .e Routers, Switches ,LAN/WAN Job description: Responsibilities :- • Coordinate desktop changes to avoid deployment collisions. • Prepare requests for rollout • Prioritize change requests • Create roll implementation process • Keep track of request and make sure they are implemented as planned • Participate in incident handling concerning desktop changes. • Participate in projects concerning bigger desktop changes, for example rollout of new antivirus. • Microsoft environment knowledge (desktop & server). • Have some level of technical understanding of the products building up a desktop service. • Experience from the desktop environment. • Understanding and experience of change management process. • Phone support experience necessary. • Technical helpdesk or technical call center experience is necessary. • Disciplined, systematic problem solving skills required. • 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 • 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 • PDA and blackberry support • Others: Adobe Acrobat and other common desktop applications like Winzip, etc • Excellent communication and conversation skills (Verbal and Written) • Good documentation skills [B2 LEVEL] • Should have a great customer handling skills • Able to handle unforeseen situations • Other Skills / Experience • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone. • Personal dedication to providing high quality, superior service at all times. 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 do so at all times. • Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. • Customer Focus • Teamwork • Technical Expertise • Interpersonal Effectiveness • Concern for Order and Quality • High level of acceptance • Can drive HCL’s value and its methodology