Service Desk with Dutch/German

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
• Perform user account management activities.
• Escalate complex problem to appropriate support specialists.
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• May train users and operators on a limited basis and/or may write training procedures.
• Participate in on-going training and departmental development.
• Routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations and diagrams.
• Provide knowledge transfer of EUC operations.

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem solving skills required.

• Windows Operating systems
• Windows10. Knowledge on MAC (Good to have) .
• Experience and knowledge of supporting google suite like Gdrive, Gmeet, Gmail etc.
• ITSM ticketing tools such as Remedy, HP Service Center, Service Now.
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
• Knowledge of Clinical apps like Cerner, All Scripts, "eHR" .
• Internet browsers (e.g. Explorer, Chrome, Firefox).
• VPN and remote dial-in users.
• Support for laptop, desktops, and printers.
• Smartphone Support - Iphone and Andriod.

• Can fluently communicate, read, and write in English to a minimum standard of C1 (“Effective operational proficiency or advanced”) based on Common European Framework of Reference for Languages;
• Excellent communication and conversation skills (Verbal and Written).
• Good documentation skills.
• Should have a great customer handling skills.
• Able to handle unforeseen situations.
• High level of acceptance.
• Can drive HCL’s value and its methodology.

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to do so at all times.
• Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
• Customer Focus.
• Teamwork.
• Technical Expertise.
• Interpersonal Effectiveness.
• Concern for Order and Quality.

• Relavant: Minimum 2- 3 years of help desk Experience Supporting hospitals', voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.

• ITIL Foundation Certified or relevant.
• Preferred MCP/MSCE/MSCA or HDI CSS.

• Total: 3-4 yrs of University education post High school (B.Sc. or Diploma).

We bring together the best of technology and our people to supercharge progress.

HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Our purpose is to bring together the best of technology and our people to supercharge progress. We’re supercharging progress for everyone, everywhere – our clients, partners and their stakeholders, our people, communities, and the planet.

Part of the HCL group, HCLTech was listed on the stock exchanges in India at the turn of the millennium in December 1999. Since our inception, we have pioneered several industry mainstays and established leadership positions in all our chosen segments.

As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

We recognize the impact that a business like ours can deliver in elevating communities globally, and we continue to improve our efforts and take decisive actions that benefit the communities in which we work and live. Through the HCL Foundation, the CSR arm of HCLTech, we have invested more than $130 million in social development efforts serving communities throughout India across education, health, water, sanitation and hygiene, skill development and livelihoods, environment, and disaster risk reduction, response and management.

We’re powered by our people – a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America. Out of the 26 countries, HCLTech is ranked number one in 15 countries, including Romania.

These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit https://www.hcltech.com/en-ro/careers