Desktop Service Specialist

vor 5 Monaten

Berlin, Deutschland Axiom Software Solutions Vollzeit

**Job Description**:
Local and Remote support of end user devices including, but not limited to: troubleshooting, repair, maintenance, upgrade recommendations / installations, configuration/setup, incident analysis and resolution, basic connectivity support (wired and wireless), PDA and Smartphone support, printer (MFD) support and peripheral management. Performing end user device imaging, deployment, installation and collection; along with the moving of any equipment from one location to another, while adhering to customer standards. Performing end user software installation, configuration, procurement, support, and troubleshooting on end user devices. Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as Service Now, Remedy, HP Service Manager, or Peregrine Service. As onsite Smart Hands support, will be asked to perform training and orientation on use of Hardware and Software, along with coordination of onsite tasks from other off-site technical teams. Will also need to support VIP level end users, as needed. Assisting with Hardware/Software asset inventory Management, including hardware disposals. Support In-country/site PBX networks and PSTN interfaces. Assisting with special projects. Performing other duties as assigned. (1.) - Conduct periodic audits across LoBs to ensure adherence to regulatory compliance and CoE processes
- Collate audit findings, analyse the same and prepare reports on the findings
- Support to the LoB HR to come up with an action plan based on the audit findings
- Follow up with the LoB HR for execution of action plans to ensure closure of non-compliances (2.) - Prepare reports periodically for the CoE review with the Senior Management
- Share reports or data with the LoB HR leaders on a periodic or ad-hoc basis to help them monitor their average resource cost targets or wage bill as a percent of revenue or other relevant KPPs and metrics
- Track lateral hiring as per the lateral hiring grid or other metrics relevant to LoBs and share reports with them as and when required
- Compile data and prepare monthly or quarterly update reports as per the requirement of LoBs and CoEs
- Share reports with the supervisor for review and circulation to relevant stakeholders
- Provide inputs (if any) on improving the current reports (3.) - Study the HR plan and understand requirements from the CoE- Understand the requirements from LoBs; Document the requirements for automation or enhancement of the process and share with supervisor for review
- Provide recommendations to the supervisor on the design or change of HR processes basis their implications in HCL context, best practices through competitor analysis and research material available
- Pilot and test the new process; Prepare training material, support socialization of the same across Business Units
- Coordinate with the LoB HR and Business leaders to enable rollout of the new processes
- Follow up with the Process and Policies Team to ensure right automation and policy document updation due to changed processes
- Respond to customer queries as and when required and escalate to supervisor when required

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