BR - Desktop Support

The Support Specialist IT will provide support to the Customers end-user community as per agreed processes and support levels.

The Support Specialist IT will be involved mainly in:

Incident management, Request management, Change management, Knowledge management and Access rights management

Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, reseClienthes, and resolves technical problems to ensure a timely resolution as per SLA agreements.

Perform incident resolutions and request fulfilment and supports end users on a variety of issues

Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection

Service end-user requests at the IT Service Spot

Wanted profile:

Completes assignments without direct supervision and good team player

Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals

Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity

Experience with an enterprise level ticketing system - ServiceNow experience is a plus

Activities include (but not limited to)

Treatment of tickets and requests from end-users for all Deskside related support

Handling end-user hardware request including coordination of, and delivery and pick-up

Deploy/return/retire equipment (laptops, ) in IT Equipment

RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, ) with supplier

Handling mobile telephony related requests

Diagnosing and resolving issues at the IT Service Spot

Roll-out and coordination of the fleet replacement (laptop, desktop)

Responsibilities and Powers

" Work within the guidelines and routines defined for the product or assignment

" Work to ensure relevant KPI/PI s goals for the team they are working with are met for the product or assignment

" Provide the end user the support that is agreed upon

" Provide information to end users in the event of operational disturbances

" Act as action owner of the cases or orders they are assigned to

" Determine and assign correct priority on created or received cases and act according to given instructions

" Escalate cases to other support functions when necessary

" Perform incident resolutions and request fulfilments

" Contribute to the identification and escalation of problems in supported services and solutions

" Contribute to knowledge management and the documentation of errors and known work arounds

" Follow the requirements concerning Information Security described in HCL Policy

" Utilize and contribute to the HCL Knowledge Management System

" Support 2nd and 3rd line teams with problem identification and resolution as required

" Act as dispatcher of incoming tasks

" Ensure correct use of applicable security policies and raise security issues where discovered

" Drive the identification and escalation of problems in supported services and solutions

" Drive knowledge management and the documentation of errors and known work arounds

" Contribute to discussions on methods to improve team efficiency and delivery quality

" Drive methods to improve team efficiency and delivery quality

" Participate in development of new operation techniques and contribute to designing solutions in support

" Coordinate and secure specialized training for specific support tasks requiring unique knowledge

" Collect measurement data (resolution time, work effort and others) as assigned by management