IT Support Specialist

4 weeks ago

Havant, Hampshire, United Kingdom HCLTech Full time
Job Title: IT Support and Service Desk Operator

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. As an IT Support and Service Desk Operator, you will be part of our team that provides top-notch support to our customers.

Key Responsibilities:
  • Provide hardware, software, and network problem diagnosis and resolution support via telephone, email, and chat.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution.
  • Administer and provide user account provisioning.
  • Respond to telephone calls, email, instant messages, and assigned tickets from users.
  • Assign work orders/incidents to appropriate support teams and follow up until closure.
  • Provide level 1 remote desktop support and perform other activities based on SOPs.
  • Perform user account management activities.
  • Escalate complex problems to appropriate support specialists.
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products.
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate, and prioritize customer problems and complaints.
  • May train users and operators on a limited basis and/or may write training procedures.
  • Participate in on-going training and departmental development.
  • Routine maintenance updates with other IT staff and business units.
  • Provide all required documentation, including standards, configurations, and diagrams.
  • Provide knowledge transfer of Service Desk operations.
Requirements:
  • Phone support experience necessary.
  • Technical Service desk or technical call center experience is necessary.
  • Hands-on work experience with Windows Operating systems, Windows 7, Windows Vista, Windows XP, Windows 2000, Servers: Windows 2000, Windows 2003, Windows 2008, ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, User account creation for Active Directory, Exchange Mailboxes, Distribution lists, Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools, MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Vision, VPN and remote dial-in users, Support for laptop, desktops, and printers, PDA and blackberry support.
  • Good working knowledge of MS OFFICE (Including MS Project and Visio).
  • 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 work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
  • Concern for Order and Quality.
Preferred Qualifications:
  • 1-3 years of Service desk, voice customer service, and support experience with problem solving involving hardware, software, and networks.
  • 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 preferred.
What We Offer:
  • Competitive salary.
  • Opportunity for career progression.
  • Social benefits package.
  • Competitive compensation and benefits that includes 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.
  • 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 - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.

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