Desk Side Support Level 2 HAMBURG

仕事内容

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

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.

(c) Technical support can be provided at Meeting/training
room, 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.

Tasks

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.

On-site support

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.

• Excellent

understanding End User IT infrastructure – Desktops, Laptops, Printers,
Handhelds, Smartphone and industry wide operating systems and applications i.e.
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.

• 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.

Requirements

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.