Desktop Support Technician
The role of a Desktop Support Technician is crucial in ensuring the smooth operation of computer systems and networks within an organization. This position involves providing day-to-day local and remote desktop support, receiving inbound calls, answering questions, troubleshooting, and documenting steps taken to resolve hardware, software, and application issues.
This individual will also be responsible for facilitating customer resolution for calls and engaging supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Additionally, the Desktop Support Technician will provide Break Fix, fault diagnosis, and resolution, as well as analyze faults to customers' various core operating systems and platforms.
Key Responsibilities:
* Experienced in desktop laptop troubleshooting
* Installation, configuration, and OS troubleshooting
* Asset management with experience in application support
* Knowledge on iPhone configuration
* Basic network troubleshooting
* Ticketing tool exposure and understanding
* Ticketing process, incident/service requests understanding
* SLA and meeting targets understanding
* Service desk process, logging tickets, and allocation understanding
* Asset/inventory record process, system & peripherals movements understanding
* Vendor coordination and client management
* Managing SLAs for respective sites
* Hands-on experience with ticketing applications
* Hardware asset management knowledge
* Incidents and requests handling, troubleshooting hardware and software issues
* Installation and configuration of operating systems, applications, and software/driver updates
* Remote assistance in PC setup, upgrades, troubleshooting
* Microsoft Excel hands-on experience
* Preparation and updating of reports for tickets processed, inventory report, and tracking assets/stocks movement across sites
* Maintenance of required documents and handovers
* Escorting third-party engineers at site
* Smart hand request/hands and feet support for network/printer/firewall activities etc.
* Packing and unboxing laptops
* Quality assurance testing of laptops
* Moving equipment between hub/tech hub, goods in, and loading bay
* Disposing of equipment
* Liaising with site facilities for maintenance of the hub/tech hub area
* Monthly/weekly inventory audits
* Placing hardware/accessories orders and managing threshold stock
* Customer service support and deskside support calls
* Receiving equipment from clients and updating stockroom management
* Should have worked in manufacturing and production line support from an IT perspective
Soft Skills:
* Excellent communication and conversation skills
* Great customer handling skills
* Able to handle unforeseen situations
* Driving HCL's value and methodology
Benefits:
* A supportive, diverse, and global team with a brilliant culture
* Competitive compensation and benefits
* Great opportunities to make the role your own and upskill yourself
* Total wellbeing focus, alongside professional excellence
This is a fantastic opportunity for an experienced Desktop Support Technician to join our team and contribute to the success of our IT operations. If you are passionate about delivering exceptional customer service, have excellent technical skills, and a strong ability to work under pressure, we would love to hear from you.