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Technical Support Analyst

2 months ago

Havant, Hampshire, United Kingdom HCLTech Full time
Job Description

About HCLTech

HCLTech is a leading global technology company, with a presence in over 60 countries and a team of over 224,000 people. We deliver industry-leading capabilities in digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

We're a company that's always innovating, always pushing the boundaries of what's possible. And we're looking for talented individuals like you to join our team and help us shape the future of technology.

About the Role

We're seeking a highly skilled Service Desk Support Specialist to join our team. As a Service Desk Support Specialist, you'll be the first point of contact for our customers, providing technical support and resolving issues related to hardware, software, and networks.

Your primary responsibilities will include:

  • Providing technical support via phone, email, and chat
  • Routing problems to internal 2nd and 3rd level IT support staff
  • Coordinating and managing relationships with vendors and support staff
  • Administering and providing user account provisioning
  • Using the Incident Management System to document and manage problems and work requests
  • Responding to telephone calls, email, instant messages, and assigned tickets from users
  • Diagnosing and resolving problems through discussions with users
  • Providing level 1 remote desktop support and performing other activities based on SOPs
  • Performing user account management activities
  • Escalating complex problems to appropriate support specialists
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products
  • Troubleshooting client software and basic network connectivity problems
  • Identifying, evaluating, and prioritizing customer problems and complaints
  • May train users and operators on a limited basis and/or may write training procedures
  • Participating in on-going training and departmental development
  • Routine maintenance updates with other IT staff and business units
  • Providing all required documentation, including standards, configurations, and diagrams
  • Providing knowledge transfer of Service Desk operations

Requirements

To be successful in this role, you'll need:

  • Phone support experience
  • Technical Service desk or technical call center experience
  • Disciplined, systematic problem-solving skills
  • Hands-on work experience with Windows Operating systems, clients, servers, Active Directory, Exchange, ITSM ticketing tools, user account creation, remote desktop connectivity applications, MS Office Suite, internet browsers, VPN, and remote dial-in users
  • Excellent communication and conversation skills
  • Good documentation skills
  • Good working knowledge of MS OFFICE
  • 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 integrate as a cross-functional, team player in a fast-paced environment
  • 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

Preferred Qualifications

We're looking for candidates with:

  • 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

Education Requirements

You'll need:

  • 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

We're proud to offer:

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

Benefits

We're committed to providing:

  • A supportive, diverse, and global team with a brilliant culture
  • Competitive compensation and benefits, including up to 20 days' vacation per year, 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 likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion