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Desktop Support Specialist
2 months ago
About the Role:
HCLTech is a leading global technology company seeking a skilled Desktop Support Specialist to join our team. As a Desktop Support Specialist, you will be responsible for providing technical support and assistance to our employees, ensuring they have the necessary tools and resources to perform their jobs efficiently.
Key Responsibilities:
- Provide hardware and software support to employees, including troubleshooting and resolving technical issues.
- Install, configure, and maintain computer systems, peripherals, and software applications.
- Assist employees with installation, configuration, and ongoing usability of computers and peripherals within established standards and guidelines.
- Provide support for on-call escalations and perform root cause analysis of given issues.
- Independently resolve tickets within agreed SLA of ticket volume and time.
- Adhere to quality standards, regulatory requirements, and company policies.
- Work on value-added activities such as knowledge base update and management, training freshers, coaching analysts.
- Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.
Requirements:
- Preferred relevant work experience of 2 to 6 years.
- Excellent knowledge in remote desktop support.
- Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
- Good knowledge with Windows 10.
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
- Good knowledge with software distribution tools.
- Must be comfortable working in a 24*7/on-call environment.
- Provide assistance needed from top-level management, CEO, and VP-level users.
- Knowledge of Active Directory, MS Exchange, SCCM Client, Dell Command Center.
- Knowledge of MS Office Suite 2016/365, OneDrive.
- Knowledge of Apple/Android mobile devices.
- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center.
What We Offer:
- A supportive, diverse, and global team with a brilliant culture.
- Competitive compensation and benefits, including up vacation, various insurances, and statutory benefits.
- 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 like-minded colleagues to create a larger impact within the company and society at large in your chosen area of passion.
