Deskside Support Engineer BOLOGNA

Deskside Support Engineer
Bologna
Emilia Romagna, BOLOGNA

Job Type: Fixed Term Contract (6 Months)

Job Description:

The Tech Lounge Specialist provides a wide range of services essential for the operation of a client-centric onsite IT services model called Tech Lounge. The Specialist will work with the Tech Lounge team to provide outstanding customer service and support, utilizing leading technologies such as lean laptops, modern desktop setups, and the latest mobile devices in a fast-paced environment.

The Specialist will quickly diagnose technology issues at the Tech Lounge or remotely for both hardware and software, utilizing the relevant tools available. Additionally, the Specialist will provide clients with clear guidance, advice, and resolution with patience and empathy to enhance the overall customer experience while visiting the Tech Lounge.

Working Arrangements:

You can expect:

- 5 days a week in office role

Your Key Responsibilities:

Welcome and greet customers into the Tech Lounge and provide a best-in-class customer service experience and support.

Diagnose IT issues on the spot and offer solutions to quickly get users up and running with minimum downtime.

Work with the Tech Lounge team to ensure scheduling and calendar is at a steady run rate.

Provide customers with training and advice on related technologies and updates during service visits.

Diagnose and resolve IT issues onsite or remotely for customers with appointments or walk-ins at the Tech Lounge.

Educate and share with customers on new technology and processes to enhance technology adoption.

Build relationships across Technology, Data, & Innovation (TDI) technology disciplines to collaborate on resolving complex IT issues.

Utilize Service Now to record and track all incidents related to service calls and appointments.

Your Skills and Experience:

Strong people skills and a knack for problem-solving.

Excellent communication skills, both written and spoken.

Excellent time management skills and ability to make decisions quickly.

Previous experience supporting Investment Banking/financial environment is an advantage.

Knowledge of financial applications and MS Office suite of products.

Experience in customer service/support, client services, production support, or technical support role.

Advanced working knowledge of Microsoft products such as O365, Teams, Windows OS 10.

Advanced working knowledge of Windows OS 10, Apple Mac, and mobile devices (Apple, Android).

Strong technical skills related to desktop, mobile, and End User compute environment.

Bachelor's degree from an accredited college or university with a concentration in IT or Computer Science related discipline is preferred but not essential.

Additional Information:

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

HCL is committed to diversity and inclusion as a strength in our values and practices. We welcome and value all people and 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.

Expected Start Date: 02/12/2024

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