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Transition SME Specialist – Field Services & Desktop Technologies

HCL PolandAbout the company

  • Opolska 112, Kraków
    Kraków, Lesser Poland
  • Offer expired 2 months ago
  • Remote recruitment
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

HCL Poland

Opolska 112


Your responsibilities

• Prepare knowledge documents and record the current ways of working

• Creating process documents for operations teams

• Analysis of Ticket volumes, trend, top issues and updating the approach for transition

• Ensure successful execution of Due Diligence and Transition to Steady State Operations

• For assigned transformation projects ensure successful execution and proper hand over to Steady State Operations

• Work closely with multiple team and participate in activities that includes solution development and presentations to customers

• Work upon the assigned SOW as well create/edit as required plan during transition.

• Should have in-depth knowledge on the EUC Services (Service desk & Desktop support) to understand and deliver the customer requirements. Should have a minimum of 10 years’ experience in operational activities in these tracks out of which a minimum of 2 years in a senior management role.

• Able to share and update the team on the knowledge gained on specific areas during the course of account engagements.

• Keeping updated with the new technologies in EUC space.

• Build strong and lasting relationships with internal and external customers, and key delivery partners by meeting with then on a regular basis to listen to their needs and concerns, to discuss our service roadmaps and evangelise HCL capability

• Align our Service Delivery process to meet the client business requirements on a continual basis & foster solution innovation to solve client issues

• Within assigned account encourage a culture and environment where cross-account and cross-function collaboration, innovation and excellence is the norm

• Reduce the cost of delivery by standardisation of Service Delivery processes and technology solutions

• Implement standard governance, reporting and escalation processes across responsible accounts

Our requirements

• This position requires minimum of 5+ overall years of desktop experience with a minimum of 2 years of lead experience.

• A+/N+ trained and or certified

• ITIL foundation preferred

• Knowledge and Hanson experience in Desktop technologies like SCCM, Marimba, Airwatch, reports in Service now, AD, windows OS, MAC environment, group permissions,

• Advance level of excel, Visio and PPT

• Document writing skills

• Excellent communication skills

• Willing to Travel when needed

What we offer

  • Life insurance

  • Private healthcare

  • MultiSport Card

  • Clear career path in a growing multinational organization

  • Benefits

  • private medical care

  • life insurance

HCL Poland

The SME role within End User Computing (EUC) group is focused on the delivery of EUC services to customers serving as a key interface between the customer, the customer focused delivery teams and the rest of the HCL organisation.

The vision for the Business Unit is to be the Best-in-Class End User Computing Services provider that creates Business Value for our customers, a great personalized service experience for end users and build a work culture of innovation & collaboration to harness the potential of our employees and partners.

Each Service Line Manager will be assigned with transition and transformation accounts and responsible for a smoother handover to the delivery organization. They are accountable for the success of the transition and transformation project that they are involved in.

A good knowledge of broad set of EUC services (onsite/remote Desktop support), relevant support processes and methodologies, experience of large scale service delivery and transition project management, a high degree of cultural sensitivity and excellent communication skills are critical for the role.

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