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 feat after game-changing feat 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- Service now skills (to create ticket on the service Now portal), ITSM, Field service operations.

• Deliver day-to-day activities for Incident Management, Request Management, Service Desk processes, while following the documentation available to support these activities
• Collaborate with service analysts across all GIS functions to meet and where possible exceed the agreed Service Level Agreements (SLAs)
• Support, and when required lead, quarterly site Service Reviews, presenting SLA reports and collaborate with business stakeholders to optimize site services.
• Follow up on end-customer surveys feedback to establish opportunities for future customer experience improvement.
• Complete relevant training on the execution of all in scope processes and procedures
• Recommend and where applicable manage continual improvements to operational procedures.
• When assigned, lead project work, to defined timelines and budget
• Manage tasks on handover and implementation of new Service Excellence ways of working from GIS
• Transformation into day-to-day operations

Role organization and scope:

He will work closely with other Global IS colleagues to service impacting incidents and to fulfil requests. Knowledge of supported services and team responsibilities will be required to effectively manage escalations and re-assign incidents and requests for fastest resolution or fulfilment.

Travel across local customer sites will be required from time to time to support this role, including overnight stays.

This role may act as a deputy in the absence for the local Service Desk Team Lead.

Qualifications, knowledge, and experience

Experience in a Service Management role or end-user support role in a fast paced industrial or manufacturing industry.

Practical knowledge of IT Service Management systems and processes, and the associated frameworks, e.g. ITIL or similar

Experience of dealing with customers, providing both telephone and remote virtual desktop support

Service performance measurement and reporting skills

Experience of communicating effectively and working as part of a team

Good business communications skills in English and local language

Basic knowledge of Networking, WAN and LAN technologies -

Technical knowledge of client and server OSs (Windows 10, Windows Server

2012, 2016, 2019) and Office applications (2013, 2016, 2019, O365)

Knowledge of Backup & Restore Processes

Experience of working at a local, regional, and global level, and understands the benefits and opportunities within this environment

IT Operating Model change experience

Certificate of Disability in Force by law 68/99. If you have a valid disability certificate, kindly let us know during the selection process.

Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.

HCL is an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.