HCLTech is a global technology company, spread across 60 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Note: Candidates must be eligible to work in Belgium
Fluent in French and English
Job Summary:
Desktop Technician will provide day to day onsite desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 5+ years’ experience in Windows Desktop support.
Principal Responsibilities:
* Provide IT operational expertise leveraging 1) global industry standards (e.g.: ITIL) and 2) ensuring Customer’s global standard are followed
* Monitors service delivery performance and compliance with high focus on Employee Experience
* Has a deep understanding of:
* The Site: Infrastructure, IT Challenges, Network Layout, Critical Business Processes
* The Services: Who deliver What, Key Contacts
* The Employees: Type, Needs and Challenges
* Able to execute changes/IMACs
* Applies a blend of subject matter, Customer environment and leadership expertise to solve simple and complex business IT operations issues
Potential Candidate should have
* Culture of “E2E Accountability” and E2E mindset through:
o Putting End users and Sites first
o “Boundary-free services” and strong collaboration with other suppliers
* One motto
o Only Site and Employee Experience matters
* Act First mentality
* Proactive vs. reactive
* Walk the Floor
Technical Requirements
* Minimum 5 Years of Experience on IT Operations and Leadership
* Good understanding of support processes and ability to manage and develop a team
* Experience in managing a team of Field Support engineers, IT Support engineers
* Experience on Vendor service management
* Excellent communication and co-operation skills
* Proactive and independent ways of working
* Fluent oral and written English and French ( Dutch is Optional)
* ITIL knowledge, certificate is considered an advantage
* Good interpersonal skills and customer-oriented mindset
* Should be able to understand the IT Infrastructure, IT Change Management, Basic Understanding of Network and Servers
* Should be able to work on Microsoft Office tools
Soft Skills
* Excellent communication and conversation skills
* Should have a great customer handling skills.
* Able to handle unforeseen situations
* Can drive HCL’s value and its methodology Other Skills / Experience
* Ability to work flexible hours from time to time to cover for other URGENT issues which may occur at the site.
* Language requirement – Should be fluent in French and English (Read, Write & Speak)
Benefits
* A supportive, diverse, and global team with a brilliant culture.
* Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
* 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, Women Connect, Sparks – Engagement Champion to name a few.
To know more about us visit – www.hcltech.com