Deskside Support Specialist

vor 4 Monaten

Eschborn, Deutschland HCL Tech Vollzeit

The DACH region, consisting of Germany, Austria and Switzerland, is one of the fastest growing economies in Europe and therefore a strategic region for HCLTech. Our regional headquarters are in Eschborn, Germany, with additional offices and delivery centers in Berlin, Gifhorn, Leipzig, Munich, Osnabrück, Walldorf and Actian Germany GmbH. Our Innovation Lab is also located in Eschborn. As a provider for Austrian and Swiss companies, we have offices in Vienna as well as in Basel, Geneva, Versoix, Zug and Zurich in Switzerland.

HCLTech currently has over 2200 local employees working on various customer projects in the DACH region. 85% of them are German-speaking, 30% are women. The local workforce is supported by more than 10,000 consultants worldwide.

HCLTech has made sustained investments in the German market through acquisitions, including Geometrics and Hönigsberg & Düvel (H&D), gbs-IT and Confinale in Switzerland. The local technical staff has been significantly increased and expertise and presence in the manufacturing and automotive industries expanded. A strong local management team has helped build business relationships with the largest and best-known German branded companies in various sectors.

**We are looking for Desktop Support Specialist who is Fluent in English and German.**

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.

**Responsibilities**
- Physical Stock management and monthly audit / stock validation.
- Walkins support.
- 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 problems in supported services and solutions

Language required: German C1 and English

**What we offer**:

- Competitive salary and performance bonuses
- Opportunity for career progression
- Young and vibrant team environment
- Social benefits package
- Professional on-boarding and on-going trainings

**Your personal data is secure with us**

**Background check: Successful completion of a pre-employment background check**

**Job Types**: Full-time, Contract
Contract length: 12 months

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