Desktop Support Specialist

3 days ago

Southampton, Southampton, United Kingdom HCLTech Full time

We are a leading global technology company, home to over 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. We've always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea's single spark.

It's that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feats after game-changing feats but to better our world in the process. We want you to find your spark. Because that's what drives you to be better, be more, and ultimately, be more fulfilled.

Key Responsibilities:

  • Provide technical support for hardware, software, and network issues over the phone.
  • Analyze and resolve complex technical problems with minimal supervision.
  • Install, configure, and maintain computer systems, peripherals, and software applications.
  • Assist staff 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 updates and management, training freshers, and coaching analysts.
  • Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

Requirements:

  • 2-6 years of relevant work experience.
  • 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.
  • Performs upgrades as directed to ensure the longevity of equipment.
  • Test computers to ensure proper functioning of computer systems.
  • Adhere to policies as per corporate manuals and directives.
  • Setup computers and install software for various applications and programs.
  • Interact with staff on desktop problems and their resolution.
  • Network and connect computers within the organization to better communication.
  • 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-to-date 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 like-minded colleagues to create a larger impact within the company and society at large in your chosen area of passion.

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