Deskside Support Technician

HCLTech; Novi Ligure; In loco; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

An established industry player is seeking a dedicated Deskside Services professional to enhance incident management and service desk processes. This role involves collaborating with global teams, optimizing service delivery, and ensuring customer satisfaction in a fast-paced environment. You will have the opportunity to lead projects, manage service improvements, and contribute to a culture of continuous improvement. If you are passionate about technology and customer service, this position offers a chance to shine in a dynamic workplace while making a significant impact.

Competenze

• Experience in Service Management or end-user support in a fast-paced environment.
• Practical knowledge of ITSM systems and frameworks like ITIL.

Mansioni

• Deliver day-to-day activities for Incident Management and Service Desk processes.
• Collaborate with service analysts to meet or exceed SLAs.
• Support and lead quarterly site Service Reviews.

Conoscenze

Service Management

ITSM Systems

Customer Support

Communication Skills

Basic Networking Knowledge

Windows OS Knowledge

Office Applications

Descrizione del lavoro

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 feats 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.

Role: Deskside Services

Location: Novi Ligure

Job Type: Full Onsite

Employment Type: Fixed-term employment (11 months)

Mandate: Driving License required

Job Description:

• Deliver day-to-day activities for Incident Management, Request Management, and Service Desk processes, following available documentation.
• Collaborate with service analysts across all GIS functions to meet or exceed SLAs.
• Support and lead quarterly site Service Reviews, presenting SLA reports and collaborating with stakeholders to optimize services.
• Follow up on customer feedback to identify opportunities for improvement.
• Complete relevant training on processes and procedures.
• Recommend and manage continual improvements to operational procedures.
• Lead project work within defined timelines and budgets when assigned.
• Manage tasks related to the handover and implementation of new Service Excellence practices.

Role Organization and Scope:

Work closely with Global IS colleagues to manage incidents and requests, escalate appropriately, and support service improvements. Travel to local sites may be required, including overnight stays. This role may act as deputy in the absence of the Service Desk Team Lead.

Qualifications, Knowledge, and Experience:

• Experience in Service Management or end-user support in a fast-paced industrial or manufacturing environment.
• Practical knowledge of ITSM systems, processes, and frameworks like ITIL.
• Experience in customer support via phone and remote desktop.
• Skills in service performance measurement and reporting.
• Effective communication and team collaboration skills.
• Proficiency in English and local language.
• Basic networking knowledge, including WAN and LAN technologies.
• Technical knowledge of Windows client and server OSs and Office applications.
• Knowledge of Backup & Restore processes.
• Experience working at local, regional, and global levels.
• Experience with IT Operating Model changes.

Note: If you have a valid disability certificate (Law 68/99), please inform us during the selection process.

HCL values diversity and inclusion, aiming to attract, develop, and retain diverse profiles as a source of innovation. We are an equal opportunity employer, committed to providing a work environment free from discrimination based on age, gender, ethnicity, disability, or other protected characteristics.