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Employee Care IT- Shift Lead with Russian

HCL Technologies

Name: HCL Technologies

English, Russian
Code: Russian
Kraków - małopolskie, Poland, Kraków

General Description

Responsibilities :
·         Provide technical expertise to the help desk team
·         Act as technical liaison between help desk and IM support groups
·         Maintain technical skill continuity and consistency of help desk staff
·         Ensure continuous improvement of services provided by the help desk
·         Provide telephone support to customer end users
·         Provide Problem Management System support activities
·         Work with Application and Infrastructure Development teams to ensure a smooth transition of new
hardware and s/w into support by the HD
·         Includes preparation of help desk staff to support new technology
·         Maintain skills inventory of help desk analysts and Work Request Co-ordinators:
·         Evaluate technical skills
·         Develop and maintain Training Plan
·         Liaison between help desk and other groups on technical support issues:
·         Proactively work with other groups on normal process support issues
·         Reactively work with other groups to gather technical information in the case of outages, reduced
services, emergencies or other exceptions from the normal process
·         Update, organise,create an easy electronic access to all help desk documentation, including
manuals,scripts,processes,process flow charts,
Notification Escalation list, help desk weekly schedule, support documentation, etc.
·         Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live
Barging, and Incident logging tool.
Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the
call monitoring carried out.
·         Develop processes to streamline the daily functioning of the help desk including:
·         Work distribution
·         Monitoring phone queue and email box
·         Vendor management and follow-up
·         User follow-up
·         Closing tickets
·         Maintaining front end message
·         Work closely with help desk manager to implement technical action items related to the help desk
·         Assist help desk manager in analysing help desk group and individual statistics:
·         Ensure implementation of BOP (Best Operating Practices) in the help desk
·         Establish communication link with other zones relative to technical and support environment
·         Should keep knowledge updated by going through documentation periodically and also update the
documentation whenever there is a
new process or change in process.
·         Manage small help desk related projects.
·         Backup help desk Manager when help desk Manager is out.
·         Documentation of help desk processes
·         Provide hardware, software, network problem diagnosis and resolution via the telephone for customer
end users
·         Route problems to internal IM support staff
·         Coordinate and manage relationships with vendors and support staff who provide hardware, software,
network problem resolution
·         Administer and provide User Access and Exit controls
. Use the Call Tracking System to document and manage problems and work requests and their respective
resolutions and circumvention'
·         Problem Management System support activities: admin, technical updates, troubleshooting, vendor
relationship management

Technical Requirements

·         Phone support experience necessary.
·         Technical helpdesk or technical call center experience is necessary.
·         Disciplined, systematic problem solving skills required.
·         Hands-on work experience with the following:
·         Windows Operating systems
·         Clients: Windows7, 8, 10 & MAC
·         Servers: Windows 2000, Windows 2003, Windows 2008,
·         Knowledge of Active Directory, Exchange 2003/2007
·         ITSM ticketing tools such as Remedy & service Now
·         User account creation for Active Directory, Exchange Mailboxes, Distribution lists
·         Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native
·         MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS
·         Internet browsers (e.g. Explorer, Chrome, Firefox),
·         VPN troubleshooting
·         Support for laptop, desktops, and printers
·         Iphone and Ipad support
·         Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Soft Skills

-       Excellent communication and conversation skills (Verbal and Written)
-       Good documentation skills
-       Good working knowledge of MS OFFICE (Including MS Project and 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
-       Very good Russian ( min. B2/C1) and good English ( min.B2)

Other Skills / Experience

.   Ability to learn new information quickly
·         Ability to integrate as a cross-functional, team player
·         Personal dedication to providing high quality, superior service
·         Ability to work flexible hours when necessary to cover for other help desk analysts and to be on call
via pager during the week
·         Ability to work flexible hours from time to time to cover for other help desk staff and to be on call
via pager during the week.
·         Customer Focus
·         Teamwork
·         Technical Expertise
·         Interpersonal Effectiveness
·         Concern for Order and Quality
·         Very good Russian ( min B2/C1) & good English ( min B2)
Years of Experience

Total : 3 - 4 years experience in Help Desk, Information Management, or Customer Service delivery field
Relavant : 1-2 years of supervisory experience in managing technical help desk or technical call centre

Certification requirements

-       Preferred MCP/MSCE/MSCA or HDI CSS
-    ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management

Education requirements

-      Bachelors / Masters / Equivalent

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