Support Specialist IT

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, researches, 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