Job Title: IT Specialist

Job Context

• Experience with an enterprise level ticketing system - ServiceNow experience is a plus
• reimaging new hire laptops, new hire laptop quality assurance, defective laptop dispatching, auditing systems soon to go out of warranty, and preparation of new hire bundles.

The Support Specialist provides support to the Customers End-users in using their IT equipment, applications and services, and contributes to maintaining and operating our End User Services (EUS) Onsite deliveries as per agreed Service Levels.

Job Context

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:

• 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.

Activities include (but not limited to)

• Imaging laptops for new hires and ensuring quality assurance, creating new hire bundles.
• Dispatching new hire bundles and retrieving termination bundles via
• Managing IT peripherals support.
• Retrieving devices for terminated employees.
• Lifting and moving boxes (not over 50 pounds)
• Experience in using manual and semi-automatic jacks.
• Maintain workplace hygiene.

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