Deskside Support Specialist 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, 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
• 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

Requirements:

• At least three years of experience of work in the end user support area
• Support experience in the most common services and solutions provided by Group IT
• Experience interacting with end user
• Planning, scheduling and monitoring own work within short time-line
• Performing routine activities and a range of varied work activities in a variety of structured environments
• Facilitate collaboration between stakeholders who share common objectives. Mentor colleagues
• Absorbing technical information when it is systematically presented and applying it effectively
• Applying a rational and organized approach to work
• Contributing to routine incident/event resolutions
• Awareness of standards and processes
• Participate in technical discussions
• Awareness of business requirements
• Communicate verbally and in writing to technical and non-technical audiences