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Desktop Support

• 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