On Site Desktop Services - Wavertree, United Kingdom - HCL Tech

HCL Tech

Verified Company

Wavertree, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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.

Resource will provide

(a) Interface with multiple levels of end users, management, VIPs and local technical staff.

(b) Technical support can be provided at Techbar, Visiting end users or in our existing areas.

This position requires the ability to work across all on-site services activities and project-based environment.

Key Responsibilities include:

On-site support

Onsite Support Services including but not limited to; deskside support, mobile devices, desktop/laptop hardware; technology refresh, stock storage management, end user advice and software break/fix
Ensuring all Incidents/Requests are met within the agreed service targets.
Proactively monitors pending tickets.
Performs installs, moves, adds and changes (IMAC) as required.
Provides face to face end user support and troubleshoot issues for IT products and services.
Troubleshooting and resolving hardware and software issues; reimaging computers/hard drives on multiple operating systems.
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, and mobile devices.
Performing asset inventory/stock related activities as needed.
Taking ownership of issues through to resolution on all appropriate requests.
Ensuring all Incidents/Requests are met within the agreed service targets
Ensuring all key Client and HCL processes and procedures are followed. For example, Call Management, Data Retention Hold, amongst others.
To provide hands and feet support to another Infrastructure support.
Providing onsite cover as part of a shift arrangement, covering off all areas of support.
Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide uptodate status and information.
Orients new joiners on EUC systems.
Recommends and / or performs upgrades on systems (EUC supported devices) to ensure longevity.
Flexibility and teamwork and performs other duties as assigned by your Lead or Operations Manager.

Communication, customer service & Teamwork.

Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
Speaks good clear English. Language.
Strong Written and Verbal Communication Skills at senior stakeholder level.
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
Maintain healthy group dynamics.
Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager.
Must be detail oriented and selfmotivating.
Relationship Management internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
Flexibility with respect to time client deliverables need to be met with a "Can do" attitude. Be an advocate for the end user to ensure he or she receives highquality and timely service and support.

Technical & Problem solving Skills

Excellent problem solving / quantitative/ analytical skills.
Detailed understanding of IT Infrastructure in a Corporate Environment
Server/Network/Database/Security.
Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.

Key competencies for this role:
-

Teamwork and Collaboration
(A)
Builds productive working relationships - (L2) Builds and maintains effective working relationships with peers, partners and customers.

(B)
Co-operates and collaborates with colleagues - (L2) Works effectively and cooperatively with others. Seeks new alliances to expand sphere of influence and enhance quality of work.

(C)
Treats others with Respect - (L2) Treats others with respect, encourages and appreciates individual contributions.

(D) **Resolves Conflict amongst team members