Deskside support

HCL Technologies Limited

Description:
Technical support of desktop/laptop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT is required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.
Duties include (but not limited too)
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, printers, PDAs, iPad / iPhone, and LAN cable drops
Troubleshooting and resolving software issues; reimaging computers/hard drives
IMACD functions including installation and decommission for isolated one-off tasks
Backing up and restoring settings and associated systems administration activities
Taking ownership of issues assigned to the team s queue through to resolution
Categorize and prioritize end user support Requests and Incidents by utilizing
ServiceNow ticketing systems to track tickets and provide up-to-date status and Information
Responsible for the move equipment at the in-scope sites that have an associated ticket raised against it
Performing asset inventory activities as needed (providing there is an associated ticket raised per activity, or an agreement has been made to perform the function as part of a dedicated project)
Recommends and I or performs upgrades on systems to ensure longevity
Interface with multiple levels of end users, management, VIPs and local technical staff.

Roles and Responsibilities of Tech.
Typical Desk Side Support (DSS) tasks as identified
Direct Face-to-Face customer support.
Performs analysis and support of functional or corporate deployed Service(s) using
fundamental problem solving techniques and root cause analysis concepts.
Use outstanding diagnostic and deductive reasoning techniques to resolve productivity
issues.
Provides End-User support across all End-User services.
Applies technical knowledge to support end users for corporate issued desktop, laptop,
and mobile devices as well as telecom services, email services, and all Digital Worker provided services.
Overall, provides a world class employee support experience with an exceptional emphasis
on quality resolutions and customer support.
Resolves technical support issues of moderate to a high level of complexity within the
established technical area of client computing and end user services.
Partners, as required, with members of a given team or other IT teams as appropriate to
ensure problem resolution is obtained and, if necessary, root cause is identified.
Identifies potential escalations and proactively alerts management as needed.
Provides ideas and solutions to prevent problems and support incidents from reoccurring
that impact the areas of client computing support and overall employee productivity.
Reviews, implements, and verifies changes/solutions of medium and high complexity and
assess risk.
Ensures configuration and inventory management database entries are complete and
accurate. Performs work assigned by others. Provides time / resource estimates for assigned tasks including time tracking activities where appropriate and in accordance with company guidelines.
Help improve end user s productivity by completing triage, offering advice, teaching and
developing solutions to common challenges with office products and capabilities.
Develop and maintain, accurate support documentation
Perform SCRP process and ACR/ICR updates
A work rotation is established that ensures that coverage is provided for the full opening
hours of the lounge (7am through 7pm and weekends as required)


Desired Experience:

At least 4 years of experience in the field or in a related area required
Exceptional customer service skills
Strong written and verbal communication skills
Must be detail oriented and self-motivating
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Background security check required
Strong Microsoft Office skills (Outlook, Word, and Excel)
Strong Microsoft Operating System installation and troubleshooting skills
Strong Break I Fix skills for Desktops, Workstations, Notebooks, Printers, and mobility devices
Broad experience of IT with basic understanding of Networks, Servers and Telecoms
Experience including remote control of PCs and video conferencing knowledge

Disclaimer
HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits
A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.