FSO/Deskside Services LEAD

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, 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:

• Excellent customer service skills and English 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
• 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/PIs 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