Desktop Support Team Lead (f/m/d)
We are HCLTech, one of the fastest-growing large tech companies in the world and home to 224,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, R&D, Cloud, AI, IT infrastructure, BPO, industry-specific solutions including financial services, healthcare, manufacturing, retail, telecommunications, and public sector.
Responsibilities:
* provide support in escalated Issues, challenges with hardware, software and application issues faced by the Level I and Level II technicians.
* Desktop Support Engineer may provide direct support on Break Fix, fault diagnosis, repair and resolution as required.
* 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 environment.
* Engage in Issue analysis, RCA, Audits and Management Reporting.
* Support Asset Management process & Life cycles.
* Experience in Demand Forecasting, Purchase processes and Catalogue Management.
* Experience in SLA management, RCA, Audits (Internal /3rd Party), Knowledge base Management and Client Reporting.
* Exposure on IT Bar Support, Depot Support, HAM and Warehouse Management.
* Overlook cycle counts and facilitate other functions for (Asset Management, Shipping and Warehouse) and projects as necessary.
* Shipping Function : Aware of Shipping, labelIng, Documentation & loading process.
* Provide standard operating procedure-based hands and feet support for Networks, Servers, Smart Devices, Telecoms, data center, other Infra devices with respective L2 teams.
Qualifications
* Bachelor’s degree in computer science, IT, or a related field.
* Minimum of 5 years of experience in desktop support, asset management, or related IT roles..
* Strong understanding of RCA, audits, SLA management, and reporting.
* Ability to work in shifts, weekends, and off-hours as required for emergency support and planned activities.
* At least B2 English and C1 German language level (additional languages are a plus).
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We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.