Technical Support Lead

Social network you want to login/join with:

Company Overview

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, with a startup mindset that emphasizes idea-first innovation. Our culture fosters creativity and drives us to better our world through technological advancements.

Job Role and Details

Role: Deskside services

Location: Novi Ligure

Job Type: Full Onsite

Employment Type: Fixed term employment (11 months)

Mandate Driving License: Good to have

Job Description

Mandatory Skills: ServiceNow, ITSM, Field Service Operations

• Perform daily Incident Management, Request Management, and Service Desk activities following documented procedures.
• Collaborate with GIS service analysts to meet or exceed SLAs.
• Support and lead quarterly site Service Reviews, presenting SLA reports and collaborating with stakeholders to improve services.
• Follow up on customer feedback to identify areas for service improvement.
• Complete training on relevant processes and procedures.
• Recommend and implement continual process improvements.
• Lead project work within defined timelines and budgets when assigned.
• Manage tasks related to the handover and implementation of new Service Excellence initiatives.

Organization and Scope

This role involves working closely with Global IS colleagues to manage incidents and fulfill requests, including managing escalations and re-assignments for quick resolution. Travel to local customer sites may be required, including overnight stays. The role may act as a deputy Service Desk Team Lead in their absence.

Qualifications and Experience

• Experience in Service Management or end-user support in a fast-paced industrial or manufacturing environment.
• Knowledge of ITSM systems, processes, and frameworks like ITIL.
• Experience providing remote support via telephone and virtual desktops.
• Skills in service performance measurement and reporting.
• Effective communication skills in English and local language.
• Basic networking knowledge, including WAN and LAN technologies.
• Technical knowledge of Windows client and server OSs (Windows 10, Server 2012, 2016, 2019) and Office applications (2013, 2016, 2019, O365).
• Knowledge of Backup & Restore processes.
• Experience working at local, regional, and global levels, understanding the benefits of such environments.

Note: If you have a valid disability certificate as per law 68/99, please inform us during the selection process.

Our Values

We value diversity and inclusion as key to innovation. We are committed to attracting, developing, and retaining diverse profiles and fostering a sense of belonging for all employees.

Equal Opportunity Statement

HCL is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, race, gender identity or expression, disability, veteran status, or other protected characteristics.