Desktop Support Specialist

5 days ago

Southampton, Southampton, United Kingdom HCLTech Full time
Job Overview

HCLTech is a leading global technology company, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, with a startup mindset that drives innovation and excellence.

As a Desktop Support Specialist at HCLTech, you will be part of a globally recognized leader in the Tech and IT industry, with a culture that values idea-first attitude, inner drive, and a passion for making a difference.

Key Responsibilities
  • Provide technical support for hardware, software, and network issues over the phone, ensuring prompt and effective resolution.
  • Perform upgrades and maintenance tasks to ensure the longevity of equipment, adhering to corporate policies and directives.
  • Test and configure computers to ensure proper functioning of computer systems, including setup and installation of software and peripherals.
  • Interact with staff on desktop problems and their resolution, providing assistance and guidance as needed.
  • Network and connect computers within the organization to enhance communication and collaboration.
  • Work in a fast-paced environment, integrating as a cross-functional team player, sharing information and expertise to drive results.
  • Utilize software distribution tools, ITSM ticketing systems, and other technical tools to manage and resolve issues efficiently.
  • Provide support for on-call escalations, conducting root cause analysis and resolving issues independently within agreed SLAs.
  • Adhere to quality standards, regulatory requirements, and company policies, ensuring positive customer experience and CSAT.
  • Contribute to knowledge base updates, training, and coaching, driving value-added activities and excellence in support delivery.
Requirements
  • 2-6 years of relevant work experience in technical support or a related field.
  • Excellent knowledge of remote desktop support, hardware, software, and network troubleshooting.
  • Good knowledge of Windows 10, MS Office Suite 2016/365, OneDrive, and other relevant technologies.
  • Ability to work in a 24/7/on-call environment, providing support to top-level management, CEO, and VP-level users.
  • Knowledge of Active Directory, MS Exchange, SCCM Client, Dell Command Center, and other relevant systems.
  • ITSM ticketing tools, such as Remedy, HP Service Center, and Peregrine Service Center.
  • Ability to integrate with cross-functional teams, share information, and drive results in a fast-paced environment.
What We Offer
  • A supportive, diverse, and global team with a brilliant culture.
  • Competitive compensation and benefits, including vacation, various insurances, and statutory benefits.
  • Great opportunities to upskill, get involved with exciting projects, and make a meaningful impact.
  • Total Wellbeing is our focus, with a range of initiatives to support your professional excellence and personal growth.
  • Join a company that values innovation, excellence, and making a difference in the world.

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