Desktop Support Specialist

2 weeks ago

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

We are a 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 feat after game-changing feat 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.

Job Summary

The Desktop Support Specialist will provide day-to-day local and 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. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre.

Key Responsibilities

  • Provide first/second level contact and problem resolution for customer issues.
  • Build, provision, and decommission of end-user devices and accessories for Windows, Apple Mac OSX, and Apple Phones.
  • Follow asset management procedures and update call management documentation.
  • Work on the tech bar and provide consultation and answers to users' questions either face-to-face or remotely.
  • 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 third-line network/server changes.
  • Printer inspection and upkeep, including toner changes, preliminary fault diagnosis, and basic fault handling and working with the client supplier.
  • Data room inspections to ensure compliance with client guidelines.
  • Hands-on support for third-line network/server changes.
  • Broad experience of IT with a basic understanding of networks, servers, smart devices, and telecoms.
  • Maintain ticket updates for all reported incidents.
  • Provide timely communication on issue status and resolution.
  • Apple Mac and Windows 11 installation, upgrade, support, and Microsoft Office.
  • Cisco Jabber and other authorized desktop applications.
  • Perform general preventative maintenance tasks on computers, laptops, printers.
  • Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
  • Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
  • Broad experience of IT with a basic understanding of networks, servers, audio-visual, smart devices, and telecoms.
  • This position requires the ability to work in a project-based environment, requiring flexibility and teamwork. Performs other duties as assigned.

Requirements

  • Bachelor's degree or equivalent in Computer Science or related field.
  • CompTIA A+, Microsoft Certified Professional (MCP) or better.
  • Minimum of 18 months of IT experience.
  • Windows 13, Apple Mac, In Tune Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
  • Mobile device management, including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
  • Proven analytical, troubleshooting, and problem-solving skills.
  • Proven ability to multi-task, effectively determine priorities, and meet SLAs.
  • 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.

Benefits

  • 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 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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