Administrator - London, United Kingdom - HCL Technologies

HCL Technologies

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

London

2.5-5 Years

UK

Job Description (Posting).

Description
As an End User Support Technician with
Minimum of 5 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

Provide customer facing support that includes
Breakfix support for Laptop, desktop, tablets and associated hardware peripherals
Act as the primary interface to customer, to lead and liaise with key contacts in other resolver groups to ensure appropriate action is taken to resolve the issues raised at ITSC
Providing Solutions: Enable users to work more efficiently and effectively with IT solutions.
IMAC support including large scale/bulk office moves/restack activities (all moves)
Support for the Mobility devices (IOS/iPhone/IPads)
VIP and homebased office (HBO) user support
Manage the ticket queue in Service Now and ensure they are resolved and closed within the defined service level maintenance
Manage stocks in the inventory and ensure they are readily available for deployment
Respond to enduser requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of enduser support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
Provide AV support for initial problem solving and larger on site meetings
Perform enduser support related security and controls and compliance related tasks such as access reviews, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
Provide IT support for onsite or offsite events and meetings including site setup, coordination with venue IT/AV contacts and standby support
Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
Provide Oncall support if required outside business hours on a rotational basis
Escalate unsatisfied customers to OS / Team Lead for resolution.

Desired Skillsets

Strong understanding of Client based Operating Systems
Strong ticketing system experience
Proficient understanding of level 1 Helpdesk services
Strong understanding of end user hardware
Proficient with common network protocols (TCP/IP) for device connectivity issues
Excellent communication skills (English & Local language)
Excellent customer engagement and customer service skills
Strong desire to help, share, and assist others
Excellent analytical skills, Work Ethic and Problemsolving skills
Basic Safety knowledge in order to assist users with ergonomic equipment
Ability to lift heavy equipment's within stockroom

Qualification
BE/Btech/Beng(Hons), B-Tech

No. of Positions
1

Skill (Primary)
DWP-FSS-Desk Side Services

Employee Group
Business Line FT

City
Abertillery

Entity

INFRA

Auto req ID
1271138BR

Expected Date of Closure
16-Aug-2023

Reporting Manager Designation
Technical Specialist