HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 150,000+ ‘Ideapreneurs’ working in 46 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000. HCL generated consolidated revenues of USD 9.94 billion for 12 Months Ended 31st March, 2020.
We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, to help enterprises reimagine their businesses for the digital age.
HCL’s global delivery center in Krakow was established in 2007. It works with several Fortune 500 firms, primarily offering multilingual global technical support. Today, we assist more than 35 customers in 18 different languages.
Due to our growing business needs we are looking for:
Do you find yourself “volunteered” as the person to fix the tech problem? Love listening? Do you fall “click holes” while researching the latest MacOS patch? Do you always have the latest phone, tablet, or game console? Peloton is looking for an IT Associate to join the IT Service Delivery team and act as a frontline employee support for our global Enterprise IT Team. We solve technical problems for over 7000 Peloton team members in five countries - from the tech in the store, to the phone in the delivery van, to the computer the instructors use, the Service Desk interacts with everyone. The ideal candidate will have super-hero level troubleshooting skills, a passion to help people, and tenacious grit to find solutions, wherever they may be.
RESPONSIBILITIES INCLUDE
- Triage, own and resolve Tier 1 Service Desk requests via Jira ticketing system, Slack phone/video conference or chat, following documented processes
- Follow up on new and outstanding requests and provide timely solutions
- Provide first touch resolution for 80% of requests while meeting established SLAs.
- Provision applications according to documented processes to ensure compliance and fiscal responsibility.
- Provision and retrieve hardware, ensure asset records are accurate, and track logistics as part of documented onboarding/offboarding processes
- Troubleshoot and support video conferencing equipment in onsite conference rooms according to documentation
- Triage, troubleshoot and resolve hardware, software issues.
- Update, Manage and monitor internal assets database, following documented processes, to ensure accurate inventory records for all computer equipment, including retail stores
- Follow documented and established escalation procedures to remove blockers, highlight efficiency opportunities, identify issues with processes, and suggest policy changes
- Maintain internal and end user facing technical documentation
- Other duties as assigned
REQUIREMENTS
- 2+ years’ experience in customer facing support/service role (retail/hospitality/customer service/IT Helpdesk)
- 2+ years’ experience working in an enterprise Mac OS/Windows environment
- 1+ years’ experience working in a GSuite environment
- Good understanding & writing skills in German (min. B2 level)
- Basic network and security understanding
- Strong troubleshooting skills - the person everyone goes to “fix” everything
- Flexible to work evenings/weekends/holidays
- Excellent verbal and written communication skills especially in setting customer expectations
- A passion for technology
- Proven ability to prioritize work to achieve goals
- Demonstrated progress towards and/or the completion of an IT focused certification/bootcamp/degree program or other relevant training
- High school diploma or GED equivalent
PREFERRED QUALIFICATIONS
- 2+ years IT support experience in an Enterprise environment
- Relevant IT certifications (ACMT, ITIL etc.)
- Associates or Bachelor’s degree