Service Desk/Help Desk/Desktop Support

Coordinate desktop changes to avoid deployment collisions.
Prepare requests for rollout
Prioritize change requests
Create rollout plans for changes requests
Coordinate implementation process
Keep track of request and make sure they are implemented as planned
Participate in incident handling concerning desktop changes.
Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
Microsoft environment knowledge (desktop & server).
Have some level of technical understanding of the products building up a desktop service.
Experience from the desktop environment.
Understanding and experience of change management process.
Perform centralised remote/soft IMACs through Remote Desktop support Tools
Technical Requirements

• Phone support experience necessary.
• Disciplined, systematic problem solving skills required.
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, 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 like Winzip, etc
• Knowledge of Remote Desktop tools
• Provide complete End-To-End support on Device Refresh and ensure that the site target is met.
• Provide complete End-To-End support on Operating System Refresh / Windows 10 upgrade and ensure that the site target is met
• Ensure that all the HCL's SLA related to OnSite is met and as per the Agreement.
• C-ordinate and assist Remote Desktop Team in all the activites related to deliver and smooth operation of the Client's expectations
• Attend to Backup Tape change requests in Server Room and other simmilar OnSite specific tasks
Soft Skills

- Excellent Client communication and conversation skills (Verbal and Written)
- Good documentation skills [B2 LEVEL]
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive value and its methodology

Other Skills / Experience

• 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 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

Years of Experience

Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)
Relevant : 1~2 Years of OnSite Experience / Experience in Device Refresh & OS Upgrade Project preferred


Certification requirements

- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Coordinate desktop changes to avoid deployment collisions.
Prepare requests for rollout
Prioritize change requests
Create rollout plans for changes requests
Coordinate implementation process
Keep track of request and make sure they are implemented as planned
Participate in incident handling concerning desktop changes.
Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
Microsoft environment knowledge (desktop & server).
Have some level of technical understanding of the products building up a desktop service.
Experience from the desktop environment.
Understanding and experience of change management process.
Perform centralised remote/soft IMACs through Remote Desktop support Tools
Technical Requirements

• Phone support experience necessary.
• Disciplined, systematic problem solving skills required.
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, 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 like Winzip, etc
• Knowledge of Remote Desktop tools
• Provide complete End-To-End support on Device Refresh and ensure that the site target is met.
• Provide complete End-To-End support on Operating System Refresh / Windows 10 upgrade and ensure that the site target is met
• Ensure that all the HCL's SLA related to OnSite is met and as per the Agreement.
• C-ordinate and assist Remote Desktop Team in all the activites related to deliver and smooth operation of the Client's expectations
• Attend to Backup Tape change requests in Server Room and other simmilar OnSite specific tasks
Soft Skills

- Excellent Client communication and conversation skills (Verbal and Written)
- Good documentation skills [B2 LEVEL]
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive value and its methodology

Other Skills / Experience

• 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 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

Years of Experience

Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)
Relevant : 1~2 Years of OnSite Experience / Experience in Device Refresh & OS Upgrade Project preferred


Certification requirements

- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred