Desktop Support Technician

4 weeks ago

London, United Kingdom HCLTech Full time
We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments no matter how big or small can be traced back to an idea’s single spark. It’s that spark that inner drive that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled. This job is only open for candidates with eligibility work in UK no sponsorship can be provided . Role definition Desktop Technician will provide day to day local desktop support, image PC’s, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in ServiceNow ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have relevant 5-7 years’ experience in Windows Desktop support.
  • Provide first / second level contact and problem resolution for customer issues.
  • Provide timely communication on issue status and resolution.
  • Maintain ticket updates for all reported incidents.
  • Install, upgrade, support and troubleshoot Windows 10 and Microsoft Office 365, Cisco Jabber, and other authorized desktop applications.
  • Should have basic knowledge of Mac operating system, to support Apple pc users.
  • Install, upgrade, support and troubleshoot for printers, computer hardware.
  • Performs general preventative maintenance tasks on computers, laptops, printers.
  • Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
  • Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware / software.
  • Broad experience of IT with basic understanding of Networks, Servers, Audio / Visual, Smart Meeting Room Devices and Telecoms.
  • This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
Candidate Required Minimum Qualifications and Skills :
  • Bachelor’s Degree or equivalent in Computer Science or related field.
  • CompTIA A+, Microsoft Certified Professional (MCP) or better.
  • Minimum of 5 years of IT experience.
  • ServiceNow, Windows 10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions,
  • Proven analytical, troubleshooting, and problem-solving skills.
  • Proven ability to multi-task, effectively determine priorities and meet SLA’s.
  • Excellent communication relationship-building and internal customer service skills.
  • Adaptable and flexible in a fast-changing industry and work environment.
  • Willing to work off-hours and weekends when required for projects or emergency support.
Benefits:
  • A supportive, diverse and global team with a brilliant culture.
  • Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
  • Total Wellbeing is our focus.
  • Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks Engagement Champion to name a few.
  • To know more about us visit www.hcltech.com
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