HCLTech Bogota, D.C., Capital District, Colombia
Service Support Desk
HCLTech Bogota, D.C., Capital District, Colombia
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
- Respond to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
- Perform user account management activities.
- Escalate complex problems to appropriate support specialists.
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
- Troubleshoot client software and basic network connectivity problems.
- Identify, evaluate and prioritize customer problems and complaints.
- May train users and operators on a limited basis and/or may write training procedures.
- Participate in on-going training and departmental development.
- Routine maintenance updates with other IT staff and business units.
- Provide all required documentation including standards, configurations and diagrams.
- Provide knowledge transfer of EUC operations.
- Make sure to follow and maintain all defined applicable service levels.
- Should contribute to update / usage of Knowledge Articles.
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: Windows 10.
Knowledge of MAC (Good to have).
- Experience and knowledge of supporting Google Suite like Gdrive, Gmeet, Gmail etc.
- ITSM ticketing tools such as Remedy, HP Service Center, Service Now.
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
- Knowledge of Clinical apps like Cerner, All Scripts, eHR.
- VPN and remote dial-in users.
- Support for laptops, desktops, and printers.
- Smartphone Support - iPhone and Android.
- Others: Adobe Acrobat and other common desktop applications like Winzip, etc.
Soft Skills
- Can fluently communicate, read, and write in English to a minimum standard of C1 (“Effective operational proficiency or advanced”) based on Common European Framework of Reference for Languages.
- Excellent communication and conversation skills (Verbal and Written).
- Should have great customer handling skills.
- Able to handle unforeseen situations.
- High level of acceptance.
- Drive and determination.
Seniority level
Employment type
Job function
- IT System Training and Support
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