IT Support Technician

Há 5 dias

Palhoca, Brasil GSB Tempo inteiro

**Partner Responsibility - Detailed**

(i) **Tech Bar, Dedicated, Hypercare & Cluster Sites**

1. perform the activities in Tech Bar, Dedicated, Hypercare and Cluster

Sites;
a. provide hardware and software support, including troubleshooting,

for supported devices (being devices on HCL/Customers approved

list). In respect of hardware issues, this includes identifying the

defective component(s) in the device and coordinating with the OEM

for warranty replacement;
c. provide a loaner device to End User where the assigned device has

failed and is not workable. The Partner shall co-ordinate with OEMs

for part replacement or hardware replacement to the failed device;
d. communicate with the End User once the device is repaired and is

ready for reassignment to the End User. The Partner will collect the

loaner device from the End User and update the CMDB;
e. troubleshoot issues around configuration and performance to

Resolve Incidents, Service Requests and Problems;
f. coordinate with the IT Service Desk and all other necessary resolver

groups and Third-Party providers’ resolver groups to manage all

onsite Incidents and Service Requests to Resolution and Closure;
g. visit an End User desk to resolve the issue reported;
h. schedule a visit for Cluster Sites and resolve incidents and service

requests at those sites as required;
i. resolve the ticket post receiving confirmation from End User;
j. Provide escorting of third-party vendors as required by business;
k. provide reasonable commercial efforts support for scheduled after

business hour support. The Partner shall also provide the rate card

which HCL can avail and request for additional resource for after

business hour support;
l. visit the HCL/Customers BCP DR Site every quarter and perform a

health check for the devices. HCL shall provide the policy, procedure

during Transition;
m. dispose devices with Third Party disposal company as per agreed

standards with the HCL/Customer;
n. update and maintain accuracy of CMDB;
o. provide desk-side orientation training, not to exceed thirty (30)

minutes per End User

**Service Asset Management**

Asset Management controls all assets owned by the organization throughout their life cycle

and maintains accurate information about them in the HCL/Customer CMDB (Configuration

Management Data Base). The aspects of asset control include inventory, contractual

(licensing, maintenance), ownership, location, relationship between assets and information

on how these assets have been configured. Partner shall support Asset Management

requirements.

(y) As part of Service Asset Management, Partner shall perform activities to ensure

that the CMDB is as accurate as possible. These will include comparing the list

of CI/Assets in the CMDB to other relevant data sources (eg Active Directory,

Partner deployed tools) to identify discrepancies, random sample physical audits

and other relevant procedures like confirming the details when a user calls the

Service Desk.

Tipo de vaga: Efetivo CLT

Horário de trabalho:

- Turno de 8 horas

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