Description

•    Managing activities related to new hire support from IT hardware perspective.
•    Retrieving devices from terminated users.
•    Providing peripheral support like issuances of mouse, keyboard, docking station etc.
•    Perform incident resolutions and request fulfilment and supports end users on a variety of issues
•    Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection

Wanted profile:
•    Excellent customer service skills.
•    Completes assignments with/without direct supervision and good team player.
•    Experience with Microsoft Windows 11, MS Office products (2016 and later), laptops, printers and peripherals
•    Familiarity with working concepts of Fulfilment Centres like Amazon Warehouses.
•    Experience in ticketing tool, preferably ServiceNow.
•    Experience in Imaging and familiarity with tools like Pixie boot.
•    Disciplined, punctual and team player.

Responsibilities and Powers
•    Work within the guidelines and routines defined for the product or assignment 
•    Work to ensure relevant KPI/PI’s goals for the team they are working with are met for the product or assignment 
•    Provide the end user the support that is agreed upon 
•    Provide information to end users in the event of operational disturbances
•    Act as action owner of the cases or orders they are assigned to
•    Determine and assign correct priority on created or received cases and act according to given instructions
•    Escalate cases to other support functions when necessary
•    Perform incident resolutions and request fulfilments
•    Contribute to the identification and escalation of problems in supported services and solutions
•    Contribute to knowledge management and the documentation of errors and known work arounds
•    Follow the requirements concerning Information Security described in HCLTech Policy
•    Utilize and contribute to the HCL Knowledge Management System
•    Support 2nd and 3rd line teams with problem identification and resolution as required
•    Act as dispatcher of incoming tasks 
•    Ensure correct use of applicable security policies and raise security issues where discovered
•    Drive the identification and escalation of problems in supported services and solutions
•    Drive knowledge management and the documentation of errors and known work arounds
•    Contribute to discussions on methods to improve team efficiency and delivery quality
•    Drive methods to improve team efficiency and delivery quality
•    Participate in development of new operation techniques and contribute to designing solutions in support
•    Coordinate and secure specialized training for specific support tasks requiring unique knowledge
•    Collect measurement data (resolution time, work effort and others) as assigned by management

Key Skills

Education

Bachelor's degree