DesignationSPECIALISTNo. of Positions1Experience2.5-5 YearsSkill (Primary)DWP-FSS-Desk Side ServicesQualificationB-TechExpected Date of Closure20-Jun-2024Employee GroupBusiness Line FTJobAdministratorJob Description (Posting).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 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 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 t 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 Drive the identification and escalation of problems in supported services and solutions(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analyst
