IT Helpdesk Support (Level 3) - Normal Hours
Salary undisclosed
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Job Responsibilites:
- Support daily IT Helpdesk operations, meet incident resolution time, update IT knowledge base system, IT incident ticket logging, and other tasks requested by WDT Site IT Supervisor/Manager.
- Serve as the first point of contact for end users seeking technical assistance over the phone, email, Microsoft Teams, walk-in, etc.
- Provide end user service support and resolve problems to the end user’s satisfaction.
- Troubleshoot end user’s computing issue, and hardware issue (PC, server, printer, etc.)
- Installing and configuring computer hardware, software, systems, networks, and printers
- Responding in a timely manner to service issues and requests
- Repairing and replacing equipment as necessary
- Provide feedback on processes and make recommendations on areas to improve
- Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by end user
- Walk the end user through the problem-solving process
- Direct unresolved issues to the next level of support personnel (GSD, IMC, L2, etc.)
- Provide accurate information on IT products or services
- Record events and problems and their resolution in ServiceNow (work notes and resolution)
- Support team (L2/L3 and Global IT teams) for prompt recovery service and support to minimize any business disruption in the event of an incident
Job Requirements:
- At least a diploma/bachelor’s degree in information systems/computer science/computer engineering or equivalent.
- More than 3 years’ work experience in computer hardware, software, networking systems, and information security operation support
- Experience in troubleshooting Bartender Seagull label printing system.
- Strong knowledge in Windows OS and Mac OS
- Experience in network, IT Security, Windows/Mac/Ubuntu/Linux and computer troubleshooting.
- Experience in managing/deploying MS patches to Mfg/Office/Lab PC and machines.
- Willing to work extended hours or modified schedule (if needed).
- Able to deliver a consistent quality of services and performance, based on stipulated KPIS / SLAS.
- Support ad-hoc projects initiated from the Global Infra / Security team
- Good analytical and problem-solving skills.
- Good soft skills in communication and presentation.
- A team player and able to work independently.
- Motivated individual with a positive attitude.
What we offer
At HCL Technologies, we are committed to providing our employees with a supportive and enriching work environment. Some of the key benefits you can expect include:
- Competitive salary and performance-based bonus structure
- Comprehensive medical and life insurance coverage
- Generous paid time off and holiday leave
- Opportunities for career growth and skill development
- Flexible work arrangements and a healthy work-life balance
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