Job description

ONSITE IT Field Services
400 Jefferson Park, Whippany, NJ 07981 DAY ONSITE
CONTRACT

Key Responsibilities include:

Queue Management

• Monitor the tickets for SLA/Quality/Aged Profile/MD tickets/Premium Tickets.
• Ensuring all Incidents/Requests are met within the agreed service targets.
• Review & reporting of any SLA failures. (Analysis / Trending)
• Ensure fair distribution of work and redistribution in the event of staff absences both planned and unplanned.
• Proactively monitors pending tickets.
• Escalation point for priority/escalated tickets.

Staff Management responsibilities

• Responsible for updating the engineer Shift Rota and Holidays approval.
• Ensuring all Sickness is accurately reported and return to work interviews carried out where appropriate.
• Review technical performance by engineer.
• Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management )
• Provides coaching and training to the engineers.
• Oversees the on/off boarding of staff.
• Ensure new team members have access to all required tools, Academy and Client + HCL processes and procedures i.e. Confidentiality agreements, contracts, etc.
• Ensuring all off-boarding activities take place to for both HCL and the Client processes.
• Holds regular team meetings with actions recorded and documented 1-2-1's with engineers.
• Ensuring all key Client and HCL processes. Policies and procedures are followed. For example, Call Management, ITIL Processes, security policy etc...
• Ability to manage/motivate people and teams.
• Strong team management skills, with ability to have difficult conversations.

Process Ownership & Management.

· Ensures all Technical/Operational processes are followed and understood.

· During team meetings ensures regular process awareness sessions are carried out.

· Ensures engineers are trained on new processes and technologies within the support remit as required.

· Proactively identifies gaps in knowledge and addresses with engineer through 1-2-1/group training sessions.

· SME for all processes.

· IMAC – Supplier/Logistics/Client Advice/Moves Management.

· Looks for opportunities of improvement, around processes and how services are delivered.

· Ability to communicate at different levels within the organization,

· Ability to write business cases and justification documents, Ability to manage multiple work streams

Escalation ownership.

• Taking ownership of Escalations through to resolution on all appropriate requests.
• Engineer allocation for priority tickets.
• Initial point of contact for escalations form ITSD.
• Reporting on escalation trends and taking steps to minimise escalations.
• Ability to prioritise when under pressure.

Communication, customer service & Teamwork. ·

• Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
• Speaks good clear English. Language.
• Strong Written and Verbal Communication Skills at senior stakeholder level.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
• Maintain healthy group dynamics.
• Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager.
• Must be detail oriented and self-motivating.
• Relationship Management – internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
• Flexibility with respect to time – client deliverables need to be met with a “Can do” attitude.

Technical Skills

• Excellent problem solving / quantitative/ analytical skills.
• Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc
• Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database/Security

Job Type: Contract

Salary: $28.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Whippany, NJ 07981: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 2 years (Preferred)
• Windows: 3 years (Preferred)

Work Location: One location

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