Onsite Desktop Services

3 weeks ago

Manchester, United Kingdom HCL Technologies UK Ltd. Full time

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**
- On-site Support Services including but not limited to; desk-side 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 on-site 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 up-to-date 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 self-motivating.
- 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 high-quality 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 **- (L2) Works effectively with others to resolve conflict. When possible looks for middle ground solutions.

(E) **Balances individual and team goals**. - (L2) Demonstrates flexibility and willingness to step out of comfort zone to support team and goals.

**Service Focus**

(A) **Understands the importance of quality service. ** - (L2) Understands and values the importance of high quality customer service.

(B) **Delivers quality service.** - (L2) Consistently and competently delivers high quality service to customers.

(C) **Anticipates and fulfils customer’s needs. **- (L2) Meets and often exceeds customers’ expectations; ensures that customer needs are fulfilled.

(D) **Skilfully serves diverse customer base**:

- (L2) Effectively adapts service delivery to meet the needs of the diverse customer base.

(E) **Strives to improve quality of service**:

- (L2) Frequently suggests and implements ch

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