Help Desk Support Specialist

2 days ago


London, Greater London, United Kingdom HCLTech Full time
Job Overview
As a Help Desk Support Specialist at HCLTech, you will be responsible for providing top-notch technical support to our clients. This role involves troubleshooting and resolving hardware and software issues over the phone, as well as coordinating desktop changes and prioritizing change requests. With 7+ years of experience in Service desk/deskside, customer service, and support, you will have a deep understanding of problem-solving involving hardware. You will also have good data analysis skills using MS Office and ITSM tools.

Responsibilities
- Troubleshoot and resolve hardware and software issues over the phone
- Coordinate desktop changes to avoid deployment collisions
- Prepare requests for rollout
- Prioritize change requests
- Create rollout plans for changes requests
- Coordinate implementation process
- Participate in incident handling concerning desktop changes

Technical Requirements
- Phone support experience necessary
- Technical Service desk or technical call center experience is necessary
- Disciplined, systematic problem-solving skills required
- Windows Operating systems
- Clients: Windows XP, Windows 10
- Servers: Windows 2008/2012/2016
- Knowledge of Active Directory
- ITSM ticketing tools such as Service now, Remedy, HP Service Center, Peregrine Service Center
- Remote desktop connectivity applications like Team Viewer, SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet browsers (e.g. Explorer, Chrome, Firefox),
- VPN and remote dial-in users
- Support for laptop, desktops, and printers all models
- PDA and blackberry support
- Others: Adobe Acrobat and other common desktop applications like WinZip, etc

Salary
$85,000 - $110,000 per year


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