Deskside Support
vor 1 Woche
IT Job Mission The Support Specialist IT provides support to the Customers End-users in using their IT equipment, applications and services, and contributes to maintaining and operating our End User Services (EUS) Onsite deliveries as per agreed Service Levels.
• Job Context 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.
• Physical Stock management and monthly audit / stock validation.
• Walkins support.
• Second-tier support to local end users for PC, printers, peripherals, and office applications. 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
• Excellent customer service skills and German language skills
• 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
• 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
• 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 z
• 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
• Drive the identification and escalation of pr
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