HCL
We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.
HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.
It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.
Note: Candidates must be eligible to work in Sweden
Fluent level in Swedish and English.
Role definition
Coordinate desktop changes to avoid deployment collisions
Prepare requests for rollout
Prioritize change requests
Create rollout plans for changes requests
Coordinate implementation process
Keep track of request and make sure they are implemented as planned
Participate in incident handling concerning desktop changes
Participate in projects concerning bigger desktop changes, for example rollout of new antivirus
Microsoft environment knowledge (desktop & server)
Have some level of technical understanding of the products building up a desktop service
Experience from the desktop environment.
Understanding and experience of change management process
Perform centralised remote/soft IMACs through Remote Desktop support Tools
TECHICAL REQUIREMENTS:
Phone support experience necessary.
Disciplined, systematic problem solving skills required.
Windows Operating systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007
ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio · Internet browsers (e.g. Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry support
Others: Adobe Acrobat and other common desktop applications like Winzip, etc · Knowledge of Remote Desktop tools
Provide complete End-To-End support on Device Refresh and ensure that the site target is met.
Provide complete End-To-End support on Operating System Refresh / Windows 10 upgrade and ensure that the site target is met
Ensure that all the HCL’s SLA related to OnSite is met and as per the Agreement.
C-ordinate and assist Remote Desktop Team in all the activites related to deliver and smooth operation of the Client’s expectations
Attend to Backup Tape change requests in Server Room and other simmilar OnSite specific tasks
SOFT SKILLS :
Excellent Client communication and conversation skills (Verbal and Written)
Good documentation skills [B2 LEVEL]
Should have a great customer handling skills
Able to handle unforeseen situations
High level of acceptance
Can drive HCL’s value and its methodology
OTHER SKILLS / EXPERIENCE:
Personal dedication to providing high quality, superior service at all times
Ability to finish what is started is a must.
Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
Ability to learn new information quickly and the willingness to do so at all times.
Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
Customer Focus
Teamwork
Technical Expertise
Interpersonal Effectiveness
Concern for Order and Quality Years
Years of Experience
Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)
Relevant : 1~2 Years of Technical Support Experience / Experience in Supporting End Users ib Client location
CERTIFICATION REQUIREMENTS:
ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
Education requirements
Bachelors / Masters / Equivalent
Benefits
A supportive, diverse and global team with a brilliant culture.
Competitive compensation and benefits that include up to 25 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
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