Desktop Support

4 weeks ago

St Louis, United States eTeam Full time
Job Description :-
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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