Service desk manager Jobs in Raleigh, NC

Roles and responsibilities of L1 Service desk (Fluent in French Language)

• Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break / fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
• Should gather and analyzes information about the user’s issue and determines the best way to resolve their problem.

Managing, prioritizing, and documenting incoming questions and service desk tickets

Resolving technical issues quickly and efficiently

Installing and configuring software and meeting end-user needs

Escalating any serious problems to relevant departments and teams

Performing system updates, tests, and maintenance to avoid service interruptions.

Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems

Producing user manuals and guidance for end-users

Prior experience working on Service Now Ticketing tool.

Skills Required :

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies : medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.