Associate job in Ontario


Company: HCL Technologies LTD


EXPERIENCE: 4.5-8 Years



DWP-FSS-Desk Side Services






Division/Department EUC SBU

Location List PRF #

Job Title Deskside L2

Reports to No of position



Stream: SERVICE DESK Type of position: L2


Title Deskside L2


Level of SD Admin List


General Description

This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies.


Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines

Works with vendor support contacts to resolve technical problems

Works with service desk and RDS as appropriate to determine and resolve problems received from clients

Responds to support requests from the service desk, users, and other infrastructure teams

Performs upgrades as directed to ensure the longevity of equipment

Keep track of requests 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.

Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers, and administrative systems.

Provide weekly reports

Implement best practices

Be the single point of contact with the customer

Willing to in night Shift 24X7

Client interviews may be required.

Technical Requirements



Should have experience In Windows 10 upgrade

Exposure on managing remote sites

Phone support experience necessary.

Technical helpdesk or technical call center experience is necessary.

Disciplined, systematic problem-solving skills are required.

Windows and Novell Operating systems

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008,

Knowledge of Active Directory, Novell eDirectory, Lotus Notes, and 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 laptops, desktops, and printers

PDA and Blackberry support

Apple Ipad Device support

Others: Adobe Acrobat and other common desktop applications like Winzip, etc


Soft Skills


– Excellent 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 HCL s value and its methodology

– Willing to work on rotating 24X7X365 shifts – No travel

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. The 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 info



DWP-FSS-Desk Side Services

EXPERIENCE: 4.5-8 Years


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