Omni Inclusive
Support Specialist IT
Omni Inclusive, St Louis, Missouri, United States
The Support Specialist IT will provide support to the Customers end-user community as per agreed processes and support levels.
The Support Specialist IT will be involved mainly in: • Incident management, Request management, Change management, Knowledge management and Access rights management • Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, researches, and resolves technical problems to ensure a timely resolution as per SLA agreements. • Perform incident resolutions and request fulfilment and supports end users on a variety of issues • Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection • Service end-user requests at the IT Service Spot Wanted profile: • Completes assignments without direct supervision and good team player • Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals • Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity • Experience with an enterprise level ticketing system - ServiceNow experience is a plus Activities include (but not limited to) • Treatment of tickets and requests from end-users for all Deskside related support • Handling end-user hardware request including coordination of, and delivery and pick-up • Deploy/return/retire equipment (laptops, ...) in IT Equipment • RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, ...) with supplier • Handling mobile telephony related requests • Diagnosing and resolving issues at the IT Service Spot • Roll-out and coordination of the fleet replacement (laptop, desktop) Responsibilities and Powers • • Work within the guidelines and routines defined for the product or assignment • • Work to ensure relevant KPI/PI's goals for the team they are working with are met for the product or assignment • • Provide the end user the support that is agreed upon • • Provide information to end users in the event of operational disturbances • • Act as action owner of the cases or orders they are assigned to • • Determine and assign correct priority on created or received cases and act according to given instructions • • Escalate cases to other support functions when necessary • • Perform incident resolutions and request fulfilments • • Contribute to the identification and escalation of problems in supported services and solutions • • Contribute to knowledge management and the documentation of errors and known work arounds • • Follow the requirements concerning Information Security described in HCL Policy • • Utilize and contribute to the HCL Knowledge Management System • • Support 2nd and 3rd line teams with problem identification and resolution as required • • Act as dispatcher of incoming tasks • • Ensure correct use of applicable security policies and raise security issues where discovered • • Drive the identification and escalation of problems in supported services and solutions • • Drive knowledge management and the documentation of errors and known work arounds • • Contribute to discussions on methods to improve team efficiency and delivery quality • • Drive methods to improve team efficiency and delivery quality • • Participate in development of new operation techniques and contribute to designing solutions in support • • Coordinate and secure specialized training for specific support tasks requiring unique knowledge • • Collect measurement data (resolution time, work effort and others) as assigned by management
The Support Specialist IT will be involved mainly in: • Incident management, Request management, Change management, Knowledge management and Access rights management • Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, researches, and resolves technical problems to ensure a timely resolution as per SLA agreements. • Perform incident resolutions and request fulfilment and supports end users on a variety of issues • Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection • Service end-user requests at the IT Service Spot Wanted profile: • Completes assignments without direct supervision and good team player • Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals • Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity • Experience with an enterprise level ticketing system - ServiceNow experience is a plus Activities include (but not limited to) • Treatment of tickets and requests from end-users for all Deskside related support • Handling end-user hardware request including coordination of, and delivery and pick-up • Deploy/return/retire equipment (laptops, ...) in IT Equipment • RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, ...) with supplier • Handling mobile telephony related requests • Diagnosing and resolving issues at the IT Service Spot • Roll-out and coordination of the fleet replacement (laptop, desktop) Responsibilities and Powers • • Work within the guidelines and routines defined for the product or assignment • • Work to ensure relevant KPI/PI's goals for the team they are working with are met for the product or assignment • • Provide the end user the support that is agreed upon • • Provide information to end users in the event of operational disturbances • • Act as action owner of the cases or orders they are assigned to • • Determine and assign correct priority on created or received cases and act according to given instructions • • Escalate cases to other support functions when necessary • • Perform incident resolutions and request fulfilments • • Contribute to the identification and escalation of problems in supported services and solutions • • Contribute to knowledge management and the documentation of errors and known work arounds • • Follow the requirements concerning Information Security described in HCL Policy • • Utilize and contribute to the HCL Knowledge Management System • • Support 2nd and 3rd line teams with problem identification and resolution as required • • Act as dispatcher of incoming tasks • • Ensure correct use of applicable security policies and raise security issues where discovered • • Drive the identification and escalation of problems in supported services and solutions • • Drive knowledge management and the documentation of errors and known work arounds • • Contribute to discussions on methods to improve team efficiency and delivery quality • • Drive methods to improve team efficiency and delivery quality • • Participate in development of new operation techniques and contribute to designing solutions in support • • Coordinate and secure specialized training for specific support tasks requiring unique knowledge • • Collect measurement data (resolution time, work effort and others) as assigned by management