Job Description
When you are part of a $10+ Bn company that’s been voted as the Top Employer by Forbes, you know you can take a few things granted. Like a work life balance, for example. Like having a bouquet of benefits not just for you but for your family too. Like working on some of the most rewarding projects that change our world for better. At HCL we believe, at the end of the day, who we are and how happy we are is because of the people we surround ourselves with.
Started in 1999, HCL in Europe has provided an integrated suite of services — IT services, infrastructure management, engineering and R&D, and business services, to customers throughout Europe. HCL has developed world-class innovations and works closely with customers through Relationships that go Beyond the Contract. Through the years, HCL has won many vital European contracts, putting it at the highest of the ECU Service providers list.
Here is an opportunity is to be part of HCL Technologies
Title of role – Desktop Operations Manager
Location – London, UK
Employment Type - Permanent
Experience level needed – 5 – 10 years
Role definition
Primary responsibilities are:
· Desk side Support Management
· Manage Team that provide Incident Management, Request Services to our client
· SLA Management including Incident and Requests
· Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management, Productivity )
· Vendor Management
· Customer Relationship Management
· Regular meetings with Team and Client
· Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
· Provide leadership to the Desktop Support Team including coaching as required
· Reporting and MIS
· Assist with scoping small/mid sized projects and oversee
Skills, Experience and Qualification Required
Business Skills:
· Ability to interact with staff/customers so as to ensure that the service is polite, efficient and responsive as the contract required
· To work through issues analytically to a successful conclusion
· Ability to communicate at different levels within the organization,
· Understanding of Financials, including cost control, project revenue/costs
Personal Skills
· Strong customer service and team management skills
· Ability to manage/motivate people and teams,
· Must be detail oriented and self-motivating
· Strong Written and Verbal Communication Skills at senior level,
· Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Skills
· Flexibility with respect to time – client deliverables need to be met with a Can do attitude
· Excellent problem solving / quantitative/ analytical skills
· Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
· Must be detail oriented and self-motivating
· Ability to write business cases and justification documents, Ability to manage multiple work streams
· Ownership and Drive, Ability to make difficult decisions, Multi –Tasking, Ability to Prioritise, Working Under Pressure, Impartial – Working on behalf of Clients
Technical Skills:
· Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e Windows 7
· Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database
· Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e Windows 7, MS Office, Outlook etc
Additional Information
Need to have detailed knowledge and manage resources (on-site/field) at various locations in the region to complete the below activities:
· Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
· Providing 2nd line IT support services to the business community ensuring that all requirements are met within agreed service targets
· Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
· Taking ownership of issues through to resolution on all appropriate requests.
· Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
· Move equipment associated with escalated help desk incidents and service requests
· Performing asset inventory activities as needed.
· Trains and orients staff on use of hardware and software.
· Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
· Ensure all tools are used in line with policies and procedures, including Incident, Request, Knowledge Management and Knowledge Management
· Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
Benefits
- A supportive, diverse and global team with a brilliant culture.
- A flexible (remote) working environment
- Competitive compensation and benefits that includes up to 30 days’ vacation per year, various insurances like Term life, AD &D and Business Travel insurance. These are apart from the statutory benefits applicable in the country.
- 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, Sparks – Engagement Champion to name a few.
- To know more about us visit – www.hcltech.com
Job Types: Full-time, Permanent
Salary: £50,000.00-£60,000.00 per year
Schedule:
- 8 hour shift
- Monday to Friday
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