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, reseClienthes, 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 :

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

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

Last updated : 2024-05-21