Service Desk or Helpdesk

About HCL HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 127,000+ ‘Ideapreneurs’ working in 43 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000. Job Title: Service Desk Job Location: Cary NC 27518 Job Type: Fulltime Job Description: Main Responsibilities ·         Provide effective IT support services across all clients both onsite and remotely. ·         Comfortable to work in 24x7 environment. ·          To ensure that all incidents are closed within SLA ·          To ensure that all installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded upon ·          Working with customers and internal teams to ensure operational and service excellence is delivered and maintained ·         Providing end-user, desktop support ·         Supporting and maintaining MS Server/Desktops ·         Supporting and maintaining Office 365 Solutions and G Suite Solutions ·         Escalate IT issues within the team where necessary ·         Setting up and configuring new laptops and desktops ·         Installing authorized software to laptops and desktops ·         Troubleshoot desktop and system problems, diagnose and solve hardware/software   Service Management /Identity Management ·         Managing user account across applications running on various platforms like O365 Administrator, Windows Active Directory, etc. ·         Create and administer LAN (Domain) accounts of the users. ·         Create and administer various shared resources e.g. Distribution Lists, Directories and provide permissions to the user as required by them. ·         Standardize the network resources as per the client requirement. ·         Ensure that the customer has the appropriate access to the tools to support the business in an efficient way. ·         System Administrator for the User Account Maintenance and Incident Management Systems. ·         Create LAN (Domain) and/or E-mail account for the users and administer them. ·         Grant permissions on various network resources available to users. ·         Creation and administration of Global groups. ·         Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms. ·         Creation of New Directories as per the customer guidelines and grant permissions on them. ·         Creation, modification and deletion of user accounts on different Servers. ·         Creation, Modification and deletion of user accounts on Client managed systems & applications.   Behaviors: ·         Works within the team and assists others, where required, to achieve a common goal ·          Listens to and is open to ideas and suggestions from others ·         Use initiative to ensure that high importance deadlines and SLAs are met ·         Takes every opportunity to go the extra mile for the company  ·         Demonstrates enterprise by continually enhancing themselves and their workplace  ·         Demonstrates enterprise by suggesting ways to develop the business processes and by being proactive ·         Acts a champion for the importance of customer experience within the business ·         Always willing to cooperate and assist ·         Acts as a true ambassador for the business ·         Understands impact of own behavior and language on others and modifies as appropriate   Qualification: ·         BS/BA in Computer Science, Information Technology, or an equivalent combination of education and/or experience ·         Understanding of ITIL framework ·         1+ years working on or leading a technical service desk for a MSP ·         Proven technical ability working for an MSP, through relevant, demonstrable, technical qualifications/experience ·         Good organizational, time management and prioritization skills ·         Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint) ·         The ability to communicate confidently and clearly to customers both face to face and over the telephone Experience with various operating systems, and diverse technical environments and software troubleshooting. ·         Excellent customer service orientation and verbal communication skills ·         Advanced analytical thinking and problem-solving skills ·         High Standard of Incident and Problem management ·         Previous experience using helpdesk applications  ·         Active Directory administration.  ·         Exchange administration  ·         O365 administration  ·         Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting ·         ITIL Certified  ·         Windows XP, 7, 8, 10 All your information will be kept confidential according to EEO guidelines.