Desktop Support-Italy a Milan, Italia

HCL Technologies Datore di lavoro diretto

Main responsibilities

  • Provides administration and maintenance of IT hardware and software in production in conjunction with onsite & remote Delivery Teams.
  • Resolve, Record and Update incident resolution/workflow details.
  • Maintains documentation for site/client technical infrastructure.
  • Provides support for all applications and technologies that are site specific.
  • Executes deployment of IT solutions in their site according to specifications and procedures from Service delivery (SD) organisation.
  • Open/ Acknowledge/ Maintain/ Update status on open incidents, tasks, change requests
  • Coordinate, together with Service Delivery, to ensure compliance with the Organization's IT standards, policies; ensure the application of hardware and software security standards and procedures in accordance with organizational policy.
  • Collaborates with SD Coordinator in the troubleshooting & management of site IT infrastructure, such as desktops, laptops, TS, printers, Mobile Phones, Blackberry, software & other devices as requested.
  • Monitor and assist when necessary to ensure effective co-ordination of first-line and Service Delivery help desk services to users.
  • Follow ITIL process for escalation & resolution incidents, problems.
  • Ensures that Incidents are resolved on the site while respecting the Service Levels for incidents.
  • Mobile Phone assistance on the enrolment of the terminal according a define process
  • Ensures that Service Requests are completed within SLA.
  • Onsite patching according SD, Datacentre or SDM request.
  • Provides support to Infrastructure & Service Request teams in the resolution of Incidents & Service Requests for the site.
  • Smart hand support provided on request from SD, Datacentre or SDM.

Examples :

    • Reset power cycling of server, rooter etc.
    • Tape rotation a per defined by tape SOP
    • Patching network connection
    • Network Printer settings assistance
    • Non-exhaustive list of task and duty that can be asked on SD / SDM demand according best practice relationship.
  • Dress appropriately according customer and HCL policy
  • Work effectively with colleagues and external teams by practicing punctuality, respect for deadlines and collaborative problem solving.
  • Participates in resolution of Complaints for Incidents & Service Requests.
  • Proactive attitude in identifying and resolving potential issues that may cause Incidents or breach of service levels.
  • Provides support to users & sites for all incidents & requests that fall in scope of work.
  • Performs due diligence and maintains an inventory of devices onsite.
  • Participates in Meetings for Incident & Service Request Management.
  • Perform other related duties as required by the Service Delivery Manager.

Education:

  • Diploma in Computer Science (e.g. BTS or DUT) or equivalent experience
  • Other professional certifications (CCNA, MCSA, etc.) are a plus
  • ITIL knowledge and awareness; certification would be a plus

IT knowledge:

  • Experience in administration and maintenance of IT infrastructure, eg workstations, laptops, Thin Clients, Production PC, cabling and racking, backup and recovery system management, HW/SW inventory.
  • Experience in HW/SW installation for EUC devices.
  • Understanding of data network technologies.
  • Understanding of digital and IP telephony.
  • Understanding of Android, IOS and Blackberry Platform
  • Experience in troubleshooting of Win7 and Win XP operating systems.
  • Advanced knowledge of MS Office applications.
  • Good knowledge of Remedy Incident Management or another problem reporting tool for help desk operations.
  • Good knowledge of MS Windows operating systems and standard services such as, DHCP, DNS & WINS.
  • Good knowledge of Active Directory, Cisco web connect & other tools & applications.

Knowledge on the following fields is a plus:

  • Basic knowledge of networks & network devices.
  • Basic knowledge of servers, systems, AD are a plus.
  • Knowledge of Internet protocols, routing and site/server interconnectivity.

Experience:

  • Good experience in IT support role in a business environment.
  • Strong customer service experience.

Personal Characteristics:

  • Candidates must possess good conceptual and analytical problem solving capabilities and must be able to troubleshoot.

RICERCA DI LAVORO

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