IT Support Specialist

4 weeks ago


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

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.

Job Summary:

This is a fixed-term contractual role that requires a highly skilled and experienced IT Service Desk Support Technician to provide hardware, software, and network problem diagnosis and resolution support to our customers via telephone, email, and chat.

Key Responsibilities:
  • Provide level 1 remote desktop support and perform other activities based on SOPs.
  • 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.
  • Escalate complex problems to appropriate support specialists.
  • Perform user account management activities.
  • 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:
  • 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.
  • Bachelor's/Master's/Equivalent degree.
What We Offer:
  • Competitive salary.
  • Opportunity for career progression.
  • Social benefits package.
  • Competitive compensation and benefits, including up to 20 days' vacation per year, various insurances, and employee benefits regulated by an internal policy.
About Us:

HCLTech is a globally recognized leader in the Tech and IT industry, with a startup mindset that enables us to better our world in the process. We are committed to creating a larger impact within the company and society at large in our chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.


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