Deskside Support Tech

We are a $13+ billion global technology company, home to more than 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.

The _**Desktop Support Technician**_(DSS) role is a technical resource that provides a single point of contact for all IT support issues. This role will work closely to resolve issues with end users, the service desk team, and their team members and leads.

Job Title - **Deskside support Tech (M/F/d)**

Location: Cramlington, NE23 3JU**, UK**

Work from office/remote: 100% Work from office

Employment Type: FTC/FTE

**Responsibilities**:

- Provide high level of customer service.
- Provide phone and deskside support to end users across the site.
- Utilize the SNOW ticket tracking system to categorize, prioritize and escalate issues as necessary.
- Take ownership of issue
equest through resolution or escalation
- Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action.
- Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation.
- Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
- Ensure that work is carried out within agreed Service Levels. (SLA's)
- **Additional Responsibilities**:_
- Client on-boarding, transfers, and off-boarding efforts
- Maintain high level of accuracy of AMDB (Itemize & track asset inventory)
- Availability during weekend and after hours as per rotational roster _(if/when requested_)
- Finish Projects (asset refresh etc.) in a timely manner
- Work on IMACDs and off hours move requests
- Install, upgrade, maintain and troubleshoot for printers and other IT assets.
- Perform preventative maintenance tasks on computer hardware.
- Complete remedial repairs on Desktops, laptops/ MacBooks, printers, mobile devices (IOS & Android), and other peripheral equipment
- Show urgency in helping C - suite users and provide exceptional service
- Work with Network team and provide Hands & Eyes support configuring the network equipment.

**Qualifications/Attributes**:

- A+ certification and CCNA ideal or relative hands-on experience is desirable.
- Strong interpersonal skills and thoughtful and effective communicator
- Excellent analytical and problem-solving skills
- Excellent time management and organization skills
- Strong written and oral communication skills
- Strong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessary.
- Working knowledge/experience with PC Imaging Tools.
- Working knowledge/experience with diagnosis and remote-control tools (MS Teams, Beyond Trust).
- Working knowledge/experience with Audio/Visual equipment used in presentation/conferences.
- Excellent communication, rapport building and internal customer service skills.

**Benefits**
- A supportive, diverse and global team with a brilliant culture.
- Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
- 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 likeminded 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.

**Job Types**: Full-time, Fixed term contract

**Salary**: £28,000.00-£30,000.00 per year

**Education**:

- Bachelor's (preferred)

**Experience**:

- Technical support: 3 years (preferred)
- Customer service: 3 years (preferred)