Desktop Support Team Lead (f / m / d)

HCLTech Germany; Ludwigshafen am Rhein; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A leading technology company is seeking an experienced IT Support professional to provide comprehensive support for desktop and asset management. This role involves troubleshooting escalated issues, managing SLAs, and contributing to asset management and reporting processes. The ideal candidate will hold a Bachelor's degree and possess at least 5 years of relevant experience, with strong proficiency in both English and German.

Qualifikationen

• 5 years of experience in desktop support or related IT roles.
• Proficiency in English (B2) and German (C1); additional languages are beneficial.

Aufgaben

• Provide support for escalated hardware and software issues.
• Manage SLAs and conduct RCA and audits.
• Support asset management processes and handle demand forecasting.

Kenntnisse

Issue analysis

Root cause analysis (RCA)

SLA management

Audits

Asset management

Ausbildung

Bachelor’s degree in computer science, IT, or related field

Jobbeschreibung

We are HCLTech, one of the fastest-growing large tech companies in the world with over 224,000 employees across 60 countries. We specialize in Digital, Engineering, R&D, Cloud, AI, IT infrastructure, BPO, and industry-specific solutions including financial services, healthcare, manufacturing, retail, telecommunications, and the public sector.

Responsibilities :

• Provide support for escalated issues related to hardware, software, and applications faced by Level I and Level II technicians.
• Assist in fault diagnosis, repair, and resolution for desktop support, including break-fix scenarios.
• Facilitate customer resolution calls and coordinate with supervisors and managers to ensure operational consistency across all shifts within the IT support environment.
• Conduct issue analysis, root cause analysis (RCA), audits, and generate management reports.
• Support asset management processes and lifecycle management.
• Handle demand forecasting, purchase processes, and catalog management.
• Manage SLAs, conduct RCA, audits (internal and third-party), maintain knowledge bases, and prepare client reports.
• Experience with IT bar support, depot support, HAM, and warehouse management.
• Oversee cycle counts and support functions related to asset management, shipping, and warehousing projects as needed.
• Understand shipping, labeling, documentation, and loading processes.
• Provide hands-on support for networks, servers, smart devices, telecoms, data centers, and other infrastructure devices in collaboration with respective L2 teams.

Qualifications

• Bachelor’s degree in computer science, IT, or a related field.
• At least 5 years of experience in desktop support, asset management, or related IT roles.
• Strong knowledge of RCA, audits, SLA management, and reporting.
• Ability to work in shifts, including weekends and off-hours, for emergency support and planned activities.
• Proficiency in English at B2 level and German at C1 level; additional languages are a plus.

We promote equal opportunities for all employees, regardless of cultural and social background, gender, disability, age, religion, beliefs, or sexual orientation. We prioritize applications from severely disabled candidates and those of equal status when equally suitable.