Desktop Support Technician

5 mesi fa

Milano, Italia HCLTech A tempo pieno

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Here is an opportunity is to be part of **HCL Technologies**

**Role definition**

You will be responsible Understanding of Desk side Support Management duties and processes Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management.

**Expected qualification and critical experiences -**
- Strong understanding and skills in SLA, KPI Management and processes within ITIL
- Subject matter expert on End User Computing, Field Services and awareness of Third Party Partner Management that are also supplying these services and resources for HCL
- Service provision and delivery based on SLA’s, Assets, Call Volumes, Site criticality and customer requirements.
- Providing Services & support keeping required SLA’s, KPI’s, Service Credit Penalties in mind.
- Preparation of IT Knowledge documents & SOPs on EUC and FSO processes and technical support.
- Highlight Risks, Issues and action logs with management and seek sign offs.
- Work closely with Support teams and our Third Party Partners and manage service provided and relationships.
- Review with the Delivery Managers
- Periodic reviews with Customer and Vendors
- MIS and Reporting
- Should have knowledge on Service Desk operation and tools
- Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
- Should have knowledge on MS Office and Microsoft project
- Should have knowledge and experience on partner management and relationship handling
- Taking ownership of issues through to resolution on all appropriate incidents & requests.
- This position requires the ability to work in a project-based environment also requiring flexibility and teamwork. Performs other duties as assigned.

**Business Skills**:

- Management of the Region
- Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
- To work through issues analytically to a successful conclusion

**Mandatory Education, Skills & certification -**
- Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
- Effective communication in English and local languages or one of European Language is mandatory
- Minimum Qualification - Graduate
- Experience 3+ years’ experience with 3 years in similar or related role.
- Microsoft Certified professional will be preferred
- ITIL certification would be preferred
- Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.
- Should have very strong written and oral communication skills
- Flexibility with respect to time - client deliverables need to be met with a Can do attitude
- Excellent problem solving / quantitative/ analytical skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Experience of managing and leading a geographically and culturally diverse team
- A significant travel is expected on the job - hence should be willing to work in such a role. Willing to travel if required
- Willing to work in shifts and provide standby / on-call support
- Location of work will be the client offices in the respective geography / location. Flexibility in relocation based on job requirements will be desired.


**Benefits**
- Competitive compensation and benefits that includes up to 22 days’ vacation per year, various insurances like Term life, AD &D and Business Travel insurance. These are apart from the statutory benefits applicable in the country.
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
- Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks - Enga

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