Job description for Service Desk L1 (GAM) profile.
Responsibilities
Managing user account across applications running on various platforms like IBM-AIX, Red Hat Linux, Z OS/RACF, SQL Administrator, Windows - Active Directory, etc.
To create and administer LAN accounts of the users
To create and administer various shared resources e.g. Distribution Lists, Directories
To provide permissions to the user as required by them
To setup the servers as per the customer requirement
To Standardize the network resources as per the client requirement
Ensure that the customer has the appropriate access to the tools to support the business in an efficient way
System Administrator for the User Account Maintenance and Incident Management
Systems including general housekeeping
Create LAN and/or E-mail account for the users and administer them.
Grant permissions on various network resources available to users.
Creation and administration of Global groups.
Creation and modification of exchange resources like Distribution Lists, Shared E-mail account, Shared Calendar and Conference Rooms.
Creation of New Directories as per the customer guidelines and grant permissions on them.
Setting up servers as per the client standards and granting permissions on them.
Creation, modification and deletion of user accounts on AIX Servers
Creation, Modification and deletion of user accounts on Mainframe/RACF
Creation, Modification and deletion of users accounts on Oracle/Sql
Perform development and maintenance of knowledge Base for the User Account
Maintenance Processes
Technical Requirement
Working knowledge of applications running across multiple platforms like HP-UX, Solaris, Windows, etc.
Understand of ITIL processes.
Working knowledge of ticketing system for Incident management.
Defining processes and implementing them as per need.
MCP - Installing, Configuring, and Administering Microsoft Windows 2000 Server / MCSE certified
Working knowledge of applications running across multiple platforms like BM-AIX, Red
Hat Linux, Z OS/RACF, SQL Administrator, Windows - Active Directory, etc.
Analytical and Root cause analysis
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
VPN and remote dial-in users
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
VPN and remote dial-in users
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
Soft Skill
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
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 Service 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
6 months to 3 years of Service desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.
Certifications
Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change
Management preferred
Education Requirements
Total: 3-4 years of University education post High school (B.Sc. or Diploma)
Bachelors / Masters / Equivalent