Desktop Support Specialist

4 weeks ago

London, Greater London, United Kingdom HCLTech Full time
Job Title: Desktop Support Specialist

We are a global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we've never forgotten the startup mindset that got us here. It enables us not just to pull off game-changing feats but to better our world in the process.

Key Responsibilities:

  • Provide day-to-day local remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.
  • Facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre.
  • Provide Break Fix, fault diagnosis, and resolution for desktop issues, including fault analysis for various core operating systems and platforms.
  • Build, provision, and decommission end-user devices and accessories for Windows, Apple Mac OSX (jamf), and Apple Phones.
  • Follow asset management procedures and update call management documentation.
  • Provide Audio Visual support, complete room testing, and work with Third-Party Vendors to remediate complex AV issues as needed.
  • Arrange for warranty support for Windows and Mac Devices.
  • Hands-on support for 3rd-line Network/Server changes.
  • Printer inspection and upkeep, including toner changes, preliminary fault diagnosis, and basic fault handling.
  • Data Room inspections to ensure rooms are operating in accordance with Client guidelines.
  • Apple Mac and Windows 11 install, upgrade, support, and Microsoft Office.
  • Perform general preventative maintenance tasks on computers, laptops, printers.
  • Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
  • This position requires the ability to work in a project-based environment, requiring flexibility and teamwork.
  • Work on Adhoc IT projects as required.

Requirements:

  • Bachelor's Degree or equivalent in Computer Science or related field.
  • CompTIA A+, Microsoft Certified Professional (MCP), or better, or Apple Equivalent.
  • Helpdesk ticketing systems.
  • Mobile device management, including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
  • Excellent communication, relationship-building, and internal customer service skills.
  • Adaptable and flexible in a fast-changing industry and work environment.
  • Willing to work occasional overtime off-hours and weekends when required for projects or emergency support.
  • Effective communication in English and local languages is mandatory.
  • Competitive compensation and benefits, including up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance.
  • Great opportunities to make the role your own, upskill yourself, and get involved with exciting projects.

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