Job description:

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, troubleshooting 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 Incidents and requests Resource will provide.

(a) Interface with multiple levels of end users, management, VIPs and local technical staff. (b) Technical support can be provided at Techbar, Visiting end users or in our existing areas.

This position requires the ability to work across all on-site services activities and project-based environment.

Note:_ Candidate must have a UK driving license._

Key Responsibilities include:

On-site support

• On-site Support Services including but not limited to; desk-side support, mobile devices, desktop/laptop hardware; technology refresh, stock storage management, end user advice and software break/fix*
• Ensuring all Incidents/Requests are met within the agreed service targets.
• Proactively monitors pending tickets.
• Performs installs, moves, adds and changes (IMAC) as required.
• Provides face to face end user support and troubleshoot issues for IT products and services.
• Troubleshooting and resolving hardware and software issues; reimaging computers/hard drives on multiple operating systems.
• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, and mobile devices.
• Performing asset inventory/stock related activities as needed.
• Taking ownership of issues through to resolution on all appropriate requests. Ensuring all Incidents/Requests are met within the agreed service targets
• Ensuring all key Client and HCL processes and procedures are followed. For example, Call Management, Data Retention Hold, amongst others.
• To provide hands and feet support to another Infrastructure support.
• Providing on-site cover as part of a shift arrangement, covering off all areas of support

. Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.

• Orients new joiners on EUC systems.
• Recommends and / or performs upgrades on systems (EUC supported devices) to ensure longevity.
• Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager. Communication, customer service & Teamwork.
• Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
• Speaks good clear English. Language.
• Strong Written and Verbal Communication Skills at senior stakeholder level.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
• Maintain healthy group dynamics.
• Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager.
• Must be detail oriented and self-motivating.
• Relationship Management – internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
• Flexibility with respect to time – client deliverables need to be met with a “Can do” attitude.
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support. Technical & Problem-solving Skills
• Excellent problem solving / quantitative/ analytical skills.
• Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 10.

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.
• To know more about us visit – www.hcltech.com