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.
Here is an opportunity to be part of HCL Technologies.
Candidates must have the eligibility for English & Italian Language Role definition You will be responsible for understanding Desk side Support Management duties and processes, including strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, and Configuration management.
Expected qualifications and critical experiences: Strong understanding and skills in SLA, KPI Management, and processes within ITIL. Subject matter expert on End User Computing, Field Services, and awareness of Third Party Partner Management. Service provision and delivery based on SLA's, Assets, Call Volumes, Site criticality, and customer requirements. Providing Services & support keeping required SLA's, KPI's, and Service Credit Penalties in mind. Preparation of IT Knowledge documents & SOPs on EUC and FSO processes and technical support. Highlight Risks, Issues, and action logs with management and seek sign-offs. Work closely with Support teams and our Third Party Partners and manage service provided and relationships. Periodic reviews with Customer and Vendors. MIS and Reporting. Knowledge of Service Desk operation and tools. Understanding Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls. Knowledge of MS Office and Microsoft project. Experience in partner management and relationship handling. Taking ownership of issues through to resolution on all appropriate incidents & requests. This position requires the ability to work in a project-based environment also requiring flexibility and teamwork. Performs other duties as assigned. Business Skills: Management of the Region. Ability to interact with customers to ensure that the service is polite, efficient, and responsive. Ability to work through issues analytically to a successful conclusion. Mandatory Education, Skills & Certification: Good understanding of End User Computing IT infrastructure Devices. Good understanding of Microsoft Windows desktop operating systems and business productivity applications. Effective communication in English and local languages or one of the European languages is mandatory. Minimum Qualification – Graduate. Experience: 3+ years with 3 years in a similar or related role. Ideal candidate would be expected to have a good understanding of IT Infrastructure and Vendor Management. Microsoft Certified professional will be preferred. ITIL certification would be preferred. Good mix of Transition, Delivery, and project experience in EUC and FSO environment. Good understanding of Desk side desktop Management, maintenance, deployment, and vendor management. Very strong written and oral communication skills. Flexibility with respect to time – client deliverables need to be met with a Can do attitude. Excellent problem-solving, quantitative, and analytical skills. Ability to provide consistent, excellent customer support to entire staff. Experience of managing and leading a geographically and culturally diverse team. Significant travel is expected on the job – hence should be willing to work in such a role. Willing to work in shifts and provide standby / on-call support. Location of work will be the client offices in the respective geography / location. Flexibility in relocation based on job requirements will be desired. Benefits: Competitive compensation and benefits including up to 22 days' vacation per year, various insurances like Term life, AD &D and Business Travel insurance. Great opportunities to make the role your own, upskill yourself and get involved with exciting projects. Total Wellbeing is our focus. Join like-minded colleagues to create a larger impact within the company and society. To know more about us visit – www.hcltech.com. Certificate of Disability in Force by law 68/99: If you have a valid disability certificate, kindly let us know during the selection process.
Diversity and Inclusion: Among HCL's principles, we would like to highlight diversity and inclusion as a strength in our values and practices.
HCL is an equal opportunity employer: All qualified applicants will receive equal consideration for employment without regard to protected characteristics.
Job Type: Full-time
Pay: €30,000.00 - €40,000.00 per year
Language:
English & Italian (Preferred) Willingness to travel:
100% (Preferred)
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