OnSite Support(OSS) - HCL Technologies Ltd -Sassenheim,Netherlands
Posted on Aug 30, 2019 by HCL GB Ltd
Work Location - Sassenheim,Netherlands
Job Type - Fixed Term Contractor (On the Payroll of HCL) for a fixed term term Period
Language Required - English (Required)/Local Language(Desirable)
Job Description as below:
Candidate should have VIP Support experience as well.
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.
Issues related to Lotus Notes client, office 365, OS win7/win10 etc.
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.
Asset request handling
Asset ordering/moving from one location to other location
Asset tracking on all the location
Working on onboarding/off boarding process
Coordinating with vendor on quotation/ordering and delivery
participate on weekly/Monthly call with client/vendor/FSO
Proactive forecasting on asset and issue observed
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands on experience in troubleshooting Lotus Notes
Windows Operating systems
Clients: Windows10, Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008, windows2012
Knowledge of Active Directory, office 365
ITSM ticketing tools such as Service Now
Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools
MS Office Suite (XP, 2003, 2007, 2010, 2013): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Internet browsers (eg Explorer, Chrome, Firefox),
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry/iPhone support
Others: Adobe Acrobat and other common desktop applications like Winzip, etc
Asset management life cycle
- Excellent 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
Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
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.
Concern for Order and Quality
Years of Experience
Total: 3-4 years. of University education post High school (B.Sc. or Diploma)
Relevant: 2 - 3+ years of help desk/desk side, customer service, and support experience with problem solving involving hardware,
- Preferred MCP/MSCE/MSCA or HDI CSS
- ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred