Field Service Support/Deskside Support

HCLTech; City of Brisbane; On-site; AUD 55,000 - 65,000; Full time

Job summary

HCLTech in Brisbane, Australia, is seeking an IT Helpdesk Support specialist to manage desktops, laptops, tablets, and mobile devices, providing timely end-user assistance and keeping software and hardware up to date.

You will collaborate with Networks, Security, Server, and Voice teams, logging incidents in ServiceNow and communicating clearly in English and Mandarin. The role includes on-shift duties and occasional after-hours support.

Qualifications

• Basic English skills; good command of oral and written English.
• Excellent communication, telephone manner, technical and interpersonal skills.
• Self-initiative, pro-active, hard working, good attitude and team player.
• Ability to work under pressure, overtime and odd hours; on-shift duty required.
• Experience in a high-pressured corporate environment and ITIL awareness.

Responsibilities

• Take responsibility for the smooth running of all employees facing desktops, laptops, tablets, printers, VC rooms and applications.
• Provide support for IT issues as directed by management.
• Proactively monitor and manage assets in stock or in use.
• Provide weekly reports to management for all issues at assigned sites.
• Own incidents and service requests and manage them through to resolution with SLA.
• Manage Incidents, Service requests and Smart Hand tickets through ServiceNow.
• Provide support for other IT teams (Networks, Security, Server, Voice).
• Proactively manage assigned sites and suggest improvements and innovations.
• Provide support for IT projects; out-of-hours work will be required.

Skills

Customer service

English proficiency

Communication skills

Team player

Problem solving

On-shift availability

Tools

ServiceNow

Citrix

Cisco VPN

Microsoft 365

Windows 11 / Ubuntu

Job description

WeareHCLTech,oneofthefastest-growinglargetechcompaniesintheworldandhometo219,000+peopleacross54countries,superchargingprogressthroughindustry-leadingcapabilitiescenteredaroundDigital,EngineeringandCloud.

Thedrivingforcebehindthatwork,ourpeople,arediverse,creative,andpassionate,raisingthebarforexcellenceonaregularbasis.We,inturn,workhardtobringoutthebestinthemaswestrivetohelpthemfindtheirsparkandbecomethebestversionofthemselvesthattheycanbe.

Areyoureadytobeanimportantpartofthisever-transformationaljourney?

Key Responsibilities and Accountabilities

Take responsibility for the smooth running of all employees facing desktops, laptops, tablets, smart devices, Printers, VC rooms & applications.

Provide support for any IT related issue as direct by management.

Proactively monitor and well managed the Assets either in stock or in use

Provide weekly reports to management for all issues at assigned sites

Take ownership of incidents & service request and professionally manage them through to resolution(Ensure no breach for ticket SLA)

Manage Incidents, Servicerequest and Smart Hand tickets through Service Now

Provide Eyes and Hands on support for other IT teams, i.e. Networks, Security, Server or Voice team as required

Proactively manage assigned sites and suggest improvements and innovation.

Undertake other tasks as assigned by management

Provide support for all IT related projects (there will be out of hours working, occasional nights and weekends)

• Desktop support 1st and 2nd line support
• Microsoft 11/Ubuntu OS/IOS System installation and reimaging
• Microsoft Office 365 support
• Microsoft Outlook configuration, troubleshooting, housekeeping and administration
• Network Basic Understanding
• Mobile user support
• Printer troubleshooting and management
• Remote access though Citrix and Cisco VPN
• Projector and audio-visual maintenance and support
• Team player
• Excellent communication skills English & Mandarin, written and oral
• Ability to deal professionally with users, customers and suppliers
• Ability to communicate technical information to nontechnical users
• Self-motivate, committed and enthusiastic IT professional, must be able to work on own initiative and without constant supervision.
• Proven experience of working in a high-pressured corporate environment
• Understanding of ITIL

Provide helpdesk support to end users

• Handle telephone calls, e-mail and Chat.
• Verify and log every call by following predefined policy and procedure
• Diagnosing problems and determining the severity
• Referring problems to support groups
• Updating the user on the call status, and confirming with the user that problem is fixed
• Ad hoc project and administration support

Required Technical and Professional Expertise

• Basic English Skill. Good command of oral and written English.
• Excellent communication, telephone manner, technical skill and interpersonal skills
• Self initiative, pro-active, hard working, good attitude and team player
• Sense of urgency, able to work under pressure, overtime and crisis situation, and at odd hours
• On-shift duty is required
• Can accept flexible working hours
• Call Centre & customer service experience is a definite advantage

Representing165nationalitiesacrosstheglobe,weprideourselvesonbeinganequalopportunityemployer,committedtoprovidingequalemploymentopportunitiestoallapplicantsandemployeesregardlessofrace,religion,sex,color,age,nationalorigin,pregnancy,sexualorientation,physicaldisabilityorgeneticinformation,militaryorveteranstatus,AboriginalandTorresStraitIslanderpeopleoranyotherprotectedclassification,inaccordancewithfederal,state,and/orlocallaw.

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