Support Specialist IT

2 weeks ago


St Louis, Missouri, United States Omni Inclusive Full time

The Support Specialist IT will provide support to the Customers end-user community as per agreed processes and support levels.

The Support Specialist IT will be involved mainly in:

• Incident management, Request management, Change management, Knowledge management and Access rights management

• Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, researches, and resolves technical problems to ensure a timely resolution as per SLA agreements.

• 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

• Service end-user requests at the IT Service Spot
Wanted profile:

• Completes assignments without direct supervision and good team player

• Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals

• Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity

• Experience with an enterprise level ticketing system - ServiceNow experience is a plus
Activities include (but not limited to)

• Treatment of tickets and requests from end-users for all Deskside related support

• Handling end-user hardware request including coordination of, and delivery and pick-up

• Deploy/return/retire equipment (laptops, ...) in IT Equipment

• RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, ...) with supplier

• Handling mobile telephony related requests

• Diagnosing and resolving issues at the IT Service Spot

• Roll-out and coordination of the fleet replacement (laptop, desktop)
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 HCL 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



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