Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Good working knowledge of MS OFFICE
Should have good customer handling skills
Able to handle unforeseen situations
High level of acceptance
Can drive HCLs value and its methodology
QUALIFICATION CRITERIA
Location : Chennai
Experience : 0 yrs
Education : (UG – B.Tech/B.E. – Computers, Electrical, Electronics/Telecommunication, Instrumentation, BCA – Computers, B.Sc – Computers, Maths, Statistics) AND (PG – Post Graduation Not Required) AND ( Doctorate – Doctorate Not Required)
JOB DESCRIPTION / DESIRED CANDIDATE PROFILE
Provide hardware / software / network problem diagnosis resolution via email/chat/ telephone/web, Monitoring & Management of various IT Infrastructure components for customers end users
Identify, evaluate and prioritize customer problems and escalations
Respond to and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. Provide level 1 support and perform other activities based adhering on SOPs/work instructions
Responsible for activities relating to the evaluation, analysis, setup of PC-based software products (e.g. word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications), client software & basic network connectivity problems within SLA (If any)
Use the Incident Management System to document information and manage problems and work requests and their respective resolutions and circumvention's
Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact
Administer and provide User account provisioning & activities
Assign work orders / incidents to appropriate support teams and follow up until closure
Route problems to internal 2nd and 3rd level IT support staff
Escalate complex problem to appropriate support specialists
Routine maintenance updates with other IT staff and business units
Initiates, Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
Participate in on-going training and departmental development
Ready to work in rotational shifts, 24 x 7 shifts to provide monitoring of IT infrastructure support
Technical Skills / Experience/Certification requirements:
Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must
Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared
Ability to learn new information quickly and the willingness to do so at all times
Ability to work flexible hours from time to time to cover for other staff
Should have understanding of IT Environment and ready to learn new processes and technologies
Customer Focus
Teamwork
Technical Expertise
Interpersonal Effectiveness
Concern for Order and Quality
Knowledge of basic Networking and other technologies
Fundamental ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Good to have basic understanding of Client Server Architecture, OS
CCNA/MCP/MSCA Preferred
Educational Requirement:
B.Tech (CS/IT/EEE/ECE/E&I)
BCA / B.Sc. – (CS / IT / Mathematics / Statistics)
60% throughout in academics, No current backlogs
2013 pass out only
Hiring Process:
Grammar Test
Group Discussion
Technical Round
HR Round
COMPANY PROFILE
HCL is a $5.3 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 71,000 professionals of diverse nationalities, who operate from 29 countries including over 500 points of presence in India. HCL has partnerships with several leading Global 1000 firms, including leading IT and Technology firms.
Walk in Date : 29th Aug 2013, Thursday.
Time : 9 AM – 12 Noon Registration (after 12 Noon no registration will be entertained).
Address:
Saveetha Engineering College,
Saveetha Nagar,
Thandalam,
Chennai,Tamil Nadu,602 105.
Landmark near Queensland Amusement Park.
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