Service Management Support Service Management Support

3 days ago

Knutsford, United Kingdom HCLTech Full time
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. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, troubleshooting and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve Incidents and requests
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.

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.
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.
Ensuring all Incidents/Requests are met within the agreed service targets
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.
Recommends and / or performs upgrades on systems (EUC supported devices) to ensure longevity.
Communication, customer service & Teamwork.
Speaks good clear English. Language.
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
Be an advocate for the end user to ensure he or she receives high-quality and timely service and support.

Windows 7/10.
Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc
Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database/Security.
Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.

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.
(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 changes to improve the quality of service.

L2) Actively support changing direction, goals and responsibilities. Is flexible, open and receptive to new information and ideas.
(D) Understands the strategic direction and goals of HCL and aligns personal performance objectives with organisational priorities. (2) Demonstrates technical competence, job knowledge and ability to add value beyond the core job function. – (L3) Is informed and knowledgeable about trends in the field; 4) Makes time for appropriate training, keeps current on tools, technology, and information needed to meet the job performance and challenges. – (L3) Makes time to participate in training and development opportunities.Keeps current on kills needed to enhance job performance.
(5) Shares knowledge and supports peers, staff and others to increase skills, foster improvements and enhance outcomes. – (L3) Shares knowledge with others and demonstrates support for peers increasing/developing skills. 1) Analysis and prioritises situations to identify and solve problems. – (L2) Solves urgent, high impact problems first, stays focused until they are successfully resolved.
(2) Solutions increase efficiency and improve quality. – (Efficiency is increased, enhancing the quality of products and services.
(seeks input from outside immediate peers.
(Decisions often support and facilitate desired outcomes.

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