Deskside L2

When you are part of a $10+ Bn company that’s been voted as the Top Employer by Forbes, you know you can take a few things granted. Like a work life balance, for example. Like having a bouquet of benefits not just for you but for your family too. Like working on some of the most rewarding projects that change our world for better. At HCL we believe, at the end of the day, who we are and how happy we are is because of the people we surround ourselves with.

Started in 1999, HCL in Europe has provided an integrated suite of services — IT services, infrastructure management, engineering and R&D, and business services, to customers throughout Europe. HCL has developed world-class innovations and works closely with customers through Relationships that go Beyond the Contract. Through the years, HCL has won many vital European contracts, putting it at the highest of the ECU Service providers list.

Here is an opportunity is to be part of **HCL Technologies**

**Title of role - Deskside L2**

**Location - Scunthorpe, UK**

**Employment Type - **Fixed Term Contract

**Experience level needed - **2 - 2.5 years

**Role definition**
- Must have a full UK driving licence and willing to travel.

**Main Responsibilities include**:

- Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Printers, MFDs, and basic network connectivity.
- Hands on role, expected to provide 2ndline IT support to the business community ensuring that all requirements are met within agreed service level agreement
- To provide infrastructure administration functions
- Providing on-site cover as part of a shift arrangement
- Support inline with contracted business working hours
- Provide site support in remote offices when required
- Being prepared to work out of hours when required
- Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
- Taking ownership of issues through to resolution on all appropriate requests
- Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
- Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service
- Providing daily ticket updates to ensure users are fully updated on updates
- Move equipment associated with service requests, inline with health and safety guidelines
- Performing asset inventory activities as needed
- End user training and guidance on the use of hardware and software
- Recommends and / or performs upgrades to end user devices
- This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
- Performs other duties as assigned

**Technical Skills**:

- Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
- Administration experience of MS Active Directory users & groups, policies and management concepts
- Effective communication by Engineer in English and local languages is mandatory

**Business Skills**:

- Ability to interact with customers so as to ensure that the service is polite, efficient and responsive service is provided
- A self-starter with ability to work on their own initiative
- To work through issues analytically to a successful conclusion
- An individual with a minimum of 3 year’s experience

**Desired Experience**:

- At least 4+ years of experience in the field or in a related area required
- Prior experience on Desktops, Workstations, Notebooks and Printers
- Collaboration experience including remote control of PCs and video conferencing knowledge
- Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
- Strong Microsoft Office skills (Outlook, Word, and Excel)
- Thorough understanding of Outlook's calendaring tool. Teams workings.
- Strong customer service skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Strong written and verbal communication skills (English being the local language)
- Must be detail oriented and self-motivating
- Background security check required

**Benefits**
- A supportive, diverse and global team with a brilliant culture.
- A flexible (remote) working environment
- Competitive compensation and benefits that includes up to 30 days’ vacation per year, various insurances like Term life, AD &D and Business Travel insurance. These are apart from the statutory benefits applicable in the country.
- Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
- Tota