Service Desk Analyst

6 months ago

Havant, 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 have 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.


Note: Candidates must be eligible to work in UK


Job Type: This is Fixed term contractual role

  • 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 Service Desk operations

Technical Requirements

  • Phone support experience necessary.
  • Technical Service desk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Vision
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and blackberry support
  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Soft Skills

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)
  • Should have a great customer handling skills
  • Able to handle unforeseen situations
  • High level of acceptance
  • Can drive HCL’s value and its methodology

Other Skills / Experience

  • 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 Service desk staff and to be on call via pager during the week.
  • Customer Focus
  • Teamwork
  • Technical Expertise
  • Interpersonal Effectiveness
  • Concern for Order and Quality

Years of Experience

1 - 3 years of Service desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks.

Certification requirements

  • Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements

  • Total: 3-4 years of university education post High school (B.Sc. or Diploma)
  • Bachelors / Masters / Equivalent
  • Background check: Successful completion of a pre-employment background check


What we offer:

  • Competitive salary
  • Opportunity for career progression
  • Young and vibrant team environment
  • Social benefits package
  • Professional on-boarding and on-going trainings

Benefits

  • A supportive, diverse and global team with a brilliant culture.
  • Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
  • 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

  • Service Desk Analyst

    1 month ago

    Havant, Hampshire, United Kingdom HCLTech Full time

    Job Title: Service Desk AnalystWe are a global technology company, home to over 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.Job Summary:The Service Desk Analyst will provide technical support to customers via...

  • Service Desk Analyst

    6 months ago

    Havant, 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...

  • Service Desk Analyst

    6 months ago

    Havant, 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...

  • Service Desk

    5 months ago

    Havant, United Kingdom HCL Tech Full time

    HCLTech is a leading IT services provider with employee base of 2700+ in the UK. Our customers are spread across industries with several coming from Fortune 500 and Fortune 1000 companies both in the UK and globally. We have a number of offices and delivery centers spread throughout the UK with our Head Office in London. **This is Contractual role** - Route...

  • Service Desk Analyst

    6 months ago

    Havant, Hampshire, 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...

  • Service Desk Support Specialist

    4 weeks ago

    Havant, Hampshire, United Kingdom HCLTech Full time

    We are seeking a skilled Service Desk Support Specialist to join our team at HCLTech. As a key member of our IT support team, you will be responsible for providing high-quality technical support to our customers via phone, email, and chat.Key Responsibilities:Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and...

  • Operations Centre Analyst

    4 weeks ago

    Havant, Hampshire, United Kingdom Lockheed Martin Full time

    Operations Centre AnalystWe are seeking a skilled Operations Centre Analyst to join our Service Management team at Lockheed Martin. As a key member of our team, you will be responsible for monitoring and maintaining computer systems and networks in a high-availability environment.Key ResponsibilitiesCollaborate with team members to carry out day-to-day...

  • Monitoring Operations Specialist

    4 weeks ago

    Havant, Hampshire, United Kingdom Lockheed Martin Full time

    Job SummaryWe are seeking an experienced Operations Analyst to join our Service Management team at Lockheed Martin. The successful candidate will be responsible for monitoring and maintaining computer systems and networks, ensuring the Service Desk management tool is updated at each stage of the lifecycle of an incident.Key Responsibilities Proactively...

  • Global Supply Chain Analyst

    1 month ago

    Havant, Hampshire, United Kingdom Vandapower Full time

    What will your role look like?Vandapower is seeking a skilled Global Supply Chain Analyst to join our team. As a key member of our supply chain team, you will be responsible for analyzing data to identify trends and areas for improvement. You will work closely with our suppliers to ensure optimal availability of products and develop reports on key metrics...

  • Service Designer

    1 month ago

    Havant, Hampshire, United Kingdom Lorien Full time

    Service Designer OpportunityLorien is seeking a skilled Service Designer to join their team on a 6-month contract basis.The ideal candidate will have experience in leading programme initiatives and working with stakeholders to identify and articulate value streams and business products.Key responsibilities will include:Collaborating with SMEs and POs to...

  • Service Delivery Specialist

    3 weeks ago

    Havant, Hampshire, United Kingdom Lorien Full time

    Service DesignerLorien is seeking a skilled Service Designer to work on its Systems for Flexibility programme.Main responsibilities include:Collaborating with SMEs and POs to identify and articulate business products and value streams.Work with the architect to understand end-to-end services and their support for customers.Developing and aligning with the...

  • Service Designer

    2 months ago

    Havant, United Kingdom Lorien Full time

    Service Designer 6 month contract role Mainly remote with occasional travel to the offices Glasgow/Perth/Reading/Havant £650 per day inside IR35 Our client in the Energy industry is looking for a Service Designer to join their team on an initial 6 month contract. Service Designer The individual would be working on a programme called Systems for...

  • Service Designer

    2 months ago

    Havant, United Kingdom Lorien Full time

    Service Designer6 month contract roleMainly remote with occasional travel to the officesGlasgow/Perth/Reading/Havant£650 per day inside IR35Our client in the Energy industry is looking for a Service Designer to join their team on an initial 6 month contract.Service DesignerThe individual would be working on a programme called Systems for Flexibility, and...

  • Service Designer

    2 months ago

    Havant, United Kingdom Lorien Full time

    Service Designer6 month contract roleMainly remote with occasional travel to the officesGlasgow/Perth/Reading/Havant£650 per day inside IR35Our client in the Energy industry is looking for a Service Designer to join their team on an initial 6 month contract.Service DesignerThe individual would be working on a programme called Systems for Flexibility, and...

  • Service Designer

    2 months ago

    Havant, United Kingdom Lorien Full time

    Service Designer6 month contract roleMainly remote with occasional travel to the officesGlasgow/Perth/Reading/Havant£650 per day inside IR35Our client in the Energy industry is looking for a Service Designer to join their team on an initial 6 month contract.Service DesignerThe individual would be working on a programme called Systems for Flexibility, and...

  • Service Designer

    4 weeks ago

    Havant, Hampshire, United Kingdom Lorien Full time £650

    Service Designer Role Overview Lorien is seeking a skilled Service Designer to join their team on a 6-month contract. The successful candidate will work with the architect to understand end-to-end services delivered by Systems for Flex and how they support internal and external customers. Main Responsibilities: Work with the architect to understand...

  • It Support Engineer

    1 month ago

    Havant, United Kingdom CV-Library Full time

    Ready to take your IT support skills to the next level? 💻🚀 Whether you're just getting started or you're ready to step up to more advanced technical challenges, we have the perfect opportunity for you! We’re looking for both 1st Line Support Analysts and 2nd Line Support Engineers to join a dynamic IT Managed Service Provider...

  • Helpdesk Coordinator

    1 month ago

    Havant, United Kingdom CV-Library Full time

    Salary: Up to £28,000.00 per year + Bonus Scheme Job Type: Full-time, Permanent Location: Chichester, Havant, Portsmouth Benefits: 25 Days Holiday, Flexi Working / Hybrid Hours: Monday to Friday (9:00-17:00) Early Finish Friday We are seeking a highly organised and customer-focused Help Desk Coordinator to join a growing Maintenance and Repairs...

  • Responsible Sourcing Analyst

    5 months ago

    Havant, United Kingdom FatFace Full time

    The Role: Responsible Sourcing Analyst Location: Head Office- Havant, Hampshire (Hybrid) Position: Full Time, Permanent Looking for the next adventure?  Named in The Sunday Times 2023 Best Places to Work  now is a great time to join our journey and build your career. Who are we? For over 30 years, we¿ve travelled, we¿ve laughed, we¿ve grown. We...

  • Service Designer

    2 months ago

    Havant, Hampshire, United Kingdom Lorien Full time €650

    Service Designer 6 month contract role Mainly remote with occasional travel to the offices Our client in the Energy industry is looking for a Service Designer to join their team on an initial 6 month contract. Service Designer how these can be improved by our strategic themes (provisional themes being data sharing, automation, innovation, real-time...