IT Helpdesk Support Professionals - (L1/L2/L3) Multiple Positions

Systel's client is seeking Helpdesk IT Professionals for L1, L2 & L3 in CARY, NORTH CAROLINA (NC).Please find below Job Descriptions and send across your most recently updated Resume if interested. If you feel yourself not comfortable with the location, Job Description I request you to kindly refer any of your friends or colleagues who may be interested.

HELPDESK ASSOCIATE TIER 1, 2

ROLES:

- Provide technical phone support for issues such as lack of connectivity, password reset, software troubleshooting (MS Office Suite), email account set up or modifications,  
- and general IT issues
- Document all activities in a ticketing (tracking) system
- Provide a high level of service and strive to resolve all issues in a timely manner

JOB REQUIREMENTS:

- Hands on experience with Windows support, VPN and Active Directory
- Must have hands on experience with Phone support
- Must have reliable transportation and be able to pass drug and background screen
- Must be flexible to work any shift (first, second, or third shift 24/7)

HELPDESK MANAGER (TIER 3)

RESPONSIBILITIES:

- To manage the help desk staff to ensure consistent and high quality service to the customer's End users online.
- To maintain an effective and efficient helpdesk tightly linked with customer business objectives.
- Ensure continues improvement of services provided to customer End users.
- Provide problem management system support activities.
- Act as technical liaison between helpdesk, customer business groups and IM support groups.
- Maintain technical skill continuity and consistency of helpdesk staff.
- Develop improvement programs based on the resource of customer survey and other measures to meet agreed contracts.
- Ensure operational excellence of the helpdesk. Implement global problem management and escalation process.
- Implement and maintain staffingWindows 2000; Windows 98
- Servers: Windows 2000; Windows 2003
- Remote desktop connectivity applications,
- MS Office suite; MS word, Ms Excel, MS Powerpoint, MS-outlook/exchange
- Internet Browsers (eg, Explorer, Netscape, 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

SOFT SKILLS:

- Excellent communication and conversation skills (Verbal & Written)
- Good documentation skills
- Good working knowledge of MS Office (including MS Project & Visio)
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive HCL's Value and its methodology

OTHER SKILLS/EXPERIENCE:

- Ability to successfully provide hardware/software/network problem analysis and resolution support
- Personal dedication to providing high quality, superior service at all times. Ability to finish what is been allotted.
- Ability to learn new information quickly and the willingness to do so at all times.
- Customer FOCUS
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
- Seek solutions to chronic problems

YEARS OF EXPERIENCE:

TOTAL: 6-7 years in Help Desk, Information Management OR Customer Service.

RELEVANT:  Minimum of 3 years of supervisory experience in managing technical help desk/service desk.

CERTIFICATION REQUIREMENTS:

- Preferred MCP/MSCE/MSCA or HDI SCM or Cisco Certified
- ITIL knowledge of V2 or V3 especially o Service Desk, Incident, Problem and Change Management

EDUCATION REQUIREMENTS:

Bachelors/Masters/Equivalent

CHANDRA S REDDY

Sr. Resourcing Specialist