On Site Desktop Services

1 month ago

Knutsford, United Kingdom HCL Tech Full time

While there are enough reasons to join us, our recent #TopEmployer2023 recognition is a strong testimony of what’s in store for you when you choose to join us. Be part of a culture that always helps you shine.

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.

**HCL Technologies** - HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services 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. HCL also takes pride in its many diversity, social responsibility, sustainability initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 159,000+ ‘Ideapreneurship’ across 50 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

Resource will provide

(a) Interface with multiple levels of end users, management, VIPs and local technical staff.

(b) Technical support can be provided at Techbar, Visiting end users or in our existing areas.

This position requires the ability to work across all on-site services activities and project-based environment.

**Key Responsibilities include**:
**On-site support**
- On-site Support Services including but not limited to; desk-side support, mobile devices, desktop/laptop hardware; technology refresh, stock storage management, end user advice and software break/fix*
- Ensuring all Incidents/Requests are met within the agreed service targets.
- Proactively monitors pending tickets.
- Performs installs, moves, adds and changes (IMAC) as required.
- Provides face to face end user support and troubleshoot issues for IT products and services.
- Troubleshooting and resolving hardware and software issues; reimaging computers/hard drives on multiple operating systems.
- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, and mobile devices.
- Performing asset inventory/stock related activities as needed.
- Taking ownership of issues through to resolution on all appropriate requests.
- Ensuring all Incidents/Requests are met within the agreed service targets
- Ensuring all key Client and HCL processes and procedures are followed. For example, Call Management, Data Retention Hold, amongst others.
- To provide hands and feet support to another Infrastructure support.
- Providing on-site cover as part of a shift arrangement, covering off all areas of support.
- 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.
- Orients new joiners on EUC systems.
- Recommends and / or performs upgrades on systems (EUC supported devices) to ensure longevity.
- Flexibility and teamwork and performs other duties as assigned by your Lead or Operations Manager.

**Communication, customer service & Teamwork.**
- Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
- Speaks good clear English. Language.
- Strong Written and Verbal Communication Skills at senior stakeholder level.
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
- Maintain healthy group dynamics.
- Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager.
- Must be detail oriented and self-motivating.
- Relationship Management - internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
- Flexibility with respect to time - client deliverables need to be met with a “Can do” attitude.
- Be an advocate for the end user to ensure he or she receives high-quality and timely service and support.

**Technical & Problem solving Skills**
- Excellent problem solving / quantitative/ analytical skills.
- Detailed understanding of IT Infrastructure in a Corporate Environment - Server/Network/Database/Security.
- Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
- Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.

**Key competencies for this role: -

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