Deskside Support

☞ HCLTech

看过: 100

更新日: 09-11-2025

位置: Zaventem Flemish Brabant

类别: 会计/审计 R & D 营业额

行业: Human Resources Services IT Services IT Consulting IT System Training Support

水平: Mid-Senior level

工作类型: Contract

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工作内容

Please find the JD,

We are seeking a skilled and experienced Workplace Engineer to join our dynamic team. The ideal candidate will be proficient in Dutch or French and English, with a strong background in network and workplace technology.

As a lead, the candidate should be a minimum of 6-8 years of experience leading a Desk Side Support environment onsite at client location and will manage the team activities.

Responsibilities:

  • Having experience of leading a team of 10+ members covering deskside support locally and globally across other sites
  • Act as single point of contact for customer to deliver the service and set the right expectation
  • Manage service escalation to resolution and identifies continuous improvement opportunities as appropriate
  • Serve as an escalation point of contact with the primary focus on restoring the services. Experience on ticketing tools in managing incidents and services.
  • Ensure VIP support for users on high standard and customer service
  • Keep the knowledge base and runbook for the team updated with new resolution and process appropriately
  • Manage and ensure the adherence of SLA’s across the towers. Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
  • Appropriately manage operations and conduct operational review meeting with customer stakeholders.
  • Demonstrate good interpersonal skills with team and customer.
  • Ensuring that effective communication is maintained with the executives, business leadership during a major incident
  • Good in communication with end users, able to articulate issue and help team to resolve it.
  • Work with service delivery management team to prepare a report on major changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact
  • ITIL certification added advantage.
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最后期限: 24-12-2025

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