Deskside Support Technician

Social network you want to login/join with: col-narrow-left Client: HCLTech Location: Job Category: Other - EU work permit required: Yes col-narrow-right Job Reference: 384879570376563097633711 Job Views: 1 Posted: 05.05.2025 Expiry Date: 19.06.2025 col-wide Job Description: 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 duration) Mandate Driving License: Job Description: Mandate skills: ServiceNow skills (to create tickets on the ServiceNow portal), ITSM, Field service operations. Deliver day-to-day activities for Incident Management, Request Management, Service Desk processes, while following available documentation. Collaborate with service analysts across all GIS functions to meet and exceed SLAs. Support and lead quarterly site Service Reviews, presenting SLA reports and collaborating with stakeholders to optimize site 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 when assigned, within defined timelines and budget. Manage tasks related to the handover and implementation of new Service Excellence practices from GIS. Role organization and scope: Work closely with Global IS colleagues to manage incidents and requests, escalate issues, and re-assign tasks for resolution. Occasional travel and overnight stays may be required. The role may act as a deputy in the absence of the local Service Desk Team Lead. Qualifications, knowledge, and experience: Experience in Service Management or end-user support in a fast-paced industrial or manufacturing environment. Knowledge of ITSM systems, frameworks like ITIL. Experience with customer support via phone and remote desktop. Skills in service performance measurement and reporting. Effective communication and teamwork skills. Business communication skills in English and local language. Basic networking knowledge (WAN, LAN). Technical knowledge of Windows OS and Office applications. Knowledge of Backup & Restore processes. Experience working at local, regional, and global levels. Disability certificate (if applicable). We value diversity and inclusion, aiming to attract, develop, and retain diverse profiles. HCL is an equal opportunity employer, committed to an inclusive environment for all applicants. J-18808-Ljbffr

Location: alessandria, IT

Posted Date: 5/10/2025