Deskside Support
HCL Technologies
Madrid, Community of Madrid, Spain
hace 5 días
source : Linkedin

Note : Looking for candidates who are eligible to work in Spain

Please share the resume in English.

Job Summary :

The Deskside Support Technician, Level 1 will provide comprehensive technical support services to the client’s campus-based customers.

Principal Responsibilities :

Provide comprehensive technical support services to the Client’s internal customers and service providers.

Assess reported issues and work directly with Client’s service providers for escalation and timely issue resolution.

Effectively communicate with Deskside Supervisor regarding asset management and break / fix processes.

Effectively communicate with the Deskside Supervisor regarding any Help Desk related issues or processes. Provide setup and support services for conference rooms.

Follow established Asset Management processes

Report any potential problem cases to the Deskside Manager. (Build a proactive environment)

Perform IMAC-related tasks as assigned.

Effectively consult with the Deskside Manager on any cases where high-level technical support is needed.

Replicate and resolve customer incidents in the software & hardware environment.

Escalate issues to the Deskside Manager where Client Home Office personnel are required for resolution.

Self-monitoring of Help Desk tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA’s Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.

Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness, and timeliness.

Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.

Perform customer support related tasks and special projects as assigned by management.

Liaise as necessary interdepartmentally to seek resolutions to all issues reported.

Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Skills

Good / Excellent Verbal and Written English Communication Skills

Excellent teamwork skills

Dedication to customer service Installation and configuration Desktop / laptop / Printer / Server / Networks etc.

Substantial experience in Notebooks and Printers management

Supporting Windows core technologies

Collaboration experience including remote control of PCs and video conferencing knowledge

Deliverables to include ensuring the proper levels of run and maintain support

Strong Microsoft Office skills (Outlook, Word, and Excel)

Thorough understanding of Outlook's calendaring tool

Microsoft Office Suite, Windows Operating Systems, VPN client software (Cisco Anyconnect, Symantec VIP Access for Mobile Devices), Remote Desktop tools (Bomgar)

Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.

Ability to work under a heavy stress environment.

Ability to interact with vendors and suppliers to provide problem resolution in a timely manner.

Proficiency with LAN / WAN troubleshooting

Ability to perform root cause analysis and determine appropriate course of action based on result

Background security check is mandatory.

Education

BA or Vocational school degree preferred or equivalent work experience

A+ Certification (Must be attained within three months of employment)

Microsoft Certified Professional certification a plus

ITILV3 / V4 foundation certification is a plus

Experience

Minimum and current of 24 months of Desktop support

Working Relationships

Maintain inter-department relationships to resolve client issues

Effectively communicate with extended service providers and IT infrastructure groups

Develop communication and working relationship with Manager

Analysis

Customer Service Orientation

Functional Job Knowledge

Initiative

Judgment / Decisiveness

Oral Communication

Persuasiveness / Influence

Planning and Organizing

Teamwork Orientation

Technical and Professional Competence

Work Standards

Technical and process support documentation

Pro active

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