Desktop Support Specialist

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 Dutch 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)

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.