About this role
Role: IT Help Desk Support Location : Cary, NC
Duration: Fulltime/ Perm with HCL America
Role Summary:
Help Desk Analyst - Responsibilities
Accept & registers Service CallsClassify Service Calls according to the specified optionsExecute 1st attempt to solve the Service CallRefer Service Call to the appropriate Resolution Owner Support GroupTracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).Escalate to the appropriate management level when thresholds are violated.Close Service CallCommunication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.Report about Service CallsCommunicate response times for dispatched tickets to the customersManage the entire service request process ensuring adherence to SLAExecute service requests such as setting up NT/Outlook accounts as per the SLAProcess and send IT reportsSkills
Customer-focused2-6 Years of IT Support Experience Thorough knowledge of troubleshooting remote access issuesExcellent communication skills, (active listening skills)Able to articulate and speak with clear voiceDiplomatic and must have interpersonal skillsAble to understand the business’s objectivesAble to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own fieldMust have empathy with end usersTeam playerProfessional code of conductMust have a good understanding of the organizationMust have a good understanding of business units within AMDMust have basic technical knowledge of all technology used for the business processes.Able to deal with stressGood writing techniques (English)Good phone techniques (English)Tech Skills
Technical helpdesk or technical call center experience is necessary.Disciplined, systematic problem solving skills required.Hands-on work experience with the following:Windows Operating systemsClients: Windows7, Windows Vista, Windows XP, Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008,Knowledge of Active Directory, Exchange 2003/2007ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service CenterUser account creation for Active Directory, Exchange Mailboxes, Distribution listsRemote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio· Office O365 and Office 2016
· Windows 10
· 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
All applicants must have open availability and flexible to work a 24/7 schedule.
All your information will be kept confidential according to EEO guidelines.