Desktop Support Specialist

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
• Backingup 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 associatedticket 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)

Disclaimer

HCL 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 secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their 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.