Entreprise
HCLTech is a global technology company, home to more than 218 000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2024 totaled $13.7B. To learn how we can supercharge progress for you, visit hcltech.com.
We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America.
These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit hcltech.com/careers.
HCLTech 's Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).
HCLTech received "Feel Good" 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.
Adresse
Technopolis Rabat
Poste
As a member of the End User Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with end users, peers and managers primarily Remote Desktop Support for L1.5 and L2 issues. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Remote Desktop and Service Desk team. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network, Server and print services.
As an End User Support Technician with Minimum of 5 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
• Provide customer facing end-user support that includes
• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
• IMAC support including large scale/bulk office moves/re-stack activities (all moves)
• Support for Operating System, base load software, MS Office suite and other business application
• Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
• Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries
• Support for the Mobility devices (IOS/iPhone/IPads)
• VIP and home-based office (HBO) user support
• Manage the ticket queue in ServiceNow system and ensure they are resolved and closed within the defined service level maintenance
• Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform managed print service invoicing/meter read/polling report verification
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
Profile recherché
• Strong understanding of Client based Operating Systems
• Strong ticketing system experience
• Proficient understanding of level 1 Helpdesk services
• Strong understanding of end user hardware
• Strong knowledge of client based applications
• Proficient with common network protocols (TCP/IP) for device connectivity issues
• Excellent communication skills (German & English)
• Excellent customer engagement and customer service skills
• Strong desire to help, share, and assist others
• Excellent analytical skills, Work Ethic and Problem-solving skills
• Basic Safety knowledge in order to assist users with ergonomic equipment
• Ability to lift heavy equipment’s within stockroom
• Customer experience - CSAT focused with Customer is #1 Attitude
• Professional and courteous and Ability and patience to work in a high dense client environment
• Flexible for travelling to remote sites/Colocations
• Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage
