HCL Technologies Infrastructure Service Division (HCL ISD) is the fastest growing line of business of HCL Technologies. An end-to-end owner of IT Infrastructure through differentiated value proposition 'Industrialized IT Management'. The concept of Industrialization is truly utility-based with cloud computing as one of the platform of delivering that service. What the customer gets is optimized, flexible, centralized, standardized, business aligned IT. Key service offering include end-user computing, data center and mainframe services, Integrated operations management service, cross functional services, security & network services. For more information, please visit www.hclisd.com.

About HCL Enterprise: HCL is a $5 billion leading global technology and IT enterprise comprising two companies listed in India--HCL Technologies and HCL Infosystems. Founded in 1976, HCL is one of India's original IT garage start-ups. A pioneer of modern computing, HCL is a global transformational enterprise today. Its range of offerings includes product engineering, custom & package applications, BPO, IT infrastructure services, IT hardware, systems integration, and distribution of information and communications technology (ICT) products across a wide range of focused industry verticals. The HCL team consists of over 62,000 professionals of diverse nationalities, who operate from 26 countries including over 500 points of presence in India. HCL has partnerships with several leading Global 1000 firms, including leading IT and Technology firms. For more information, please visit www.hcl.in
 

Service Desk Analyst

Chattanooga, TN

Desired Skills

• Exceptional communication and customer handling skills
• Experience working with ticketing system.
• Strong analytical skills and quality conscious
• Should work in 24/7 rotational shift timing
• Should resolve technical problem (over a phone/Chat or remote systems support)
• Basic Understanding of Windows XP/Win 7.
• Basic Understanding of Email configuration and support on MS office tools.
• VPN troubleshooting and Incident Management.
• Basic Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)
• Basic Understanding of Network Concepts
• Basic Understanding of AD
• Basic Understanding of troubleshooting Mobile Devices
• Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand-over process
• Update work logs
• Update the knowledge base
• Technically upgrade across versions of environment when required

Adhere to organization policies and procedures

All your information will be kept confidential according to EEO guidelines.