Overview
Desktop Technician / Desktop Support Engineer providing day-to-day local and remote desktop support, handling inbound calls, troubleshooting hardware, software and application issues in a ticketing system. Facilitate customer resolution and coordinate with supervisors to ensure operational consistency across IT Support Centre shifts.
Responsibilities and Functions
* Experience in Desktop/Laptop troubleshooting
* Experience in installation, configuration and OS troubleshooting
* Experience in Asset Management; experience in application support; knowledge of iPhone configuration
* Basic network troubleshooting
* Exposure to ticketing tools and ticketing processes (incidents and service requests)
* Understanding of SLA targets and service desk workflows
* Coordinate with vendors/partners and manage client communications (email/verbal)
* Manage SLAs for respective sites
* Hands-on experience with ticketing applications and hardware asset management
* Incidents and requests handling, hardware/software troubleshooting
* Install and configure operating systems, applications and updates
* Remote assistance for PC setup, upgrades, and troubleshooting
* Microsoft Excel proficiency
* Prepare/update reports for tickets, inventory and asset movements
* Maintain documentation and assist third-party engineers on site
* Provide Smart Hands support for network/printer/firewall activities
* Move, pack/unpack laptops; QA testing of laptops; site equipment movements
* Disposal of equipment and coordination with facilities for hub maintenance
* Weekly/monthly inventory audits; stock/threshold management
* Stockroom management and client service support; Deskside Support
* Experience in IT support within Manufacturing & Production environments
Qualifications and Languages
* 5+ years of experience in Windows Desktop support
* Fluent in French, Dutch and English (read, write, speak)
* Experience with manufacturing/production IT environments is a plus
Soft Skills
* Excellent communication and customer handling skills
* Ability to handle unforeseen situations
* Flexible hours to cover urgent site needs
* Demonstrated alignment with HCL values and methodologies
Employer Information and Benefits
* Competitive compensation and benefits; generous vacation and insurance options as applicable by law
* Opportunities for growth and involvement in projects
* Focus on wellbeing and engagement programs
* Data privacy notice for candidates available as per policy
Note: This role requires the candidate to be eligible to work in Belgium.
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