Desktop Technician

HCLTech; Keadby; On-site; GBP 40,000 - 60,000; Full time

Job summary

A global technology company in Keadby seeks an experienced IT support professional to provide technical support for desktops and related technology. Responsibilities include managing customer tickets, troubleshooting issues, and providing training. A minimum of 3 years’ experience and strong customer service skills are required. Competitive compensation and benefits, along with a focus on total wellbeing and diversity initiatives are offered.

Benefits

20 days’ vacation per year

Various insurance benefits

Opportunities to participate in exciting projects

Qualifications

• Minimum of 3 years’ experience in a related field.
• Strong customer service skills.
• Strong written and verbal communication skills.

Responsibilities

• Provide 2nd line IT support ensuring requirements are met within service levels.
• Manage customer tickets for timely delivery of service.
• Provide end user training on hardware and software.

Skills

User IT infrastructure skills (desktops, laptops, etc.)

Technical skills in Microsoft Windows 11, Office 365

Administration experience of MS Active Directory

Communication in English

Basic understanding of LAN technologies

Support for video conferencing equipment

Tools

Service Now

Microsoft Teams

Job description

Overview

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, and we value an idea-first mindset that drives innovation and impact. We want you to find your spark and grow through fulfilling work and meaningful outcomes.

Responsibilities

• Provide Deskside / OSS / FSO technical support for Desktop PCs/Laptops, Tablets, Telephony, software applications, and related technology, aiming for a high level of customer satisfaction.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
• Interact with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues related to the environment.
• Provide 2nd line IT support to the business community ensuring requirements are met within agreed service levels.
• Manage customer tickets to ensure timely delivery of service, with regular user-facing updates.
• Provide infrastructure administration functions and on-site cover as part of shift arrangements.
• Provide support in line with contracted business working hours and site support in remote offices when required.
• Troubleshoot and resolve software issues; perform OS imaging/reimaging and related systems administration activities.
• Take ownership of issues through to resolution on all appropriate requests; categorize and prioritize tickets using a customer ticketing system and provide up-to-date status.
• Maintain regular customer interaction to adhere to SLAs and high levels of service; provide daily ticket updates to keep users informed.
• Move equipment in line with health and safety guidelines; perform asset inventory activities as needed.
• Provide end user training and guidance on hardware and software use; recommend and/or perform upgrades to end user devices.
• Operate effectively in both BAU and project-based environments requiring flexibility and teamwork; perform other duties as assigned.

Technical Skills

• Excellent skills in user IT infrastructure – desktops, laptops, printers, handhelds, smartphones, etc.
• Strong technical skills in Microsoft Windows 11, Office 365, Teams, Google, Service Now, and other well-known applications
• Administration experience of MS Active Directory users & groups, policies and management concepts
• Effective communication in English and/or local language
• Basic understanding of LAN technologies and hardware
• Ability to support technically video conferencing equipment

Business Skills

• Ability to interact with customers to ensure polite, efficient, and responsive service
• Self-starter with the ability to work on own initiative
• Analytical approach to issue resolution
• Minimum of 3 years’ experience

Desired Experience

• At least 3+ years of experience in the field or related area
• Experience with Desktops, Workstations, Notebooks, and Printers
• Collaboration experience including remote control of PCs and video conferencing
• Deliverables to include run and maintain support and hands-on assistance for IT infrastructure projects/upgrades (workstations)
• Strong Microsoft Office skills (Outlook, Word, Excel)
• Understanding of Outlook calendaring and Teams
• Strong customer service skills and ability to provide consistent, excellent support to staff at various levels
• Strong written and verbal communication skills; detail-oriented and self-motivated

Benefits

• A supportive, diverse and global team with a brilliant culture.
• Competitive compensation and benefits including up to 20 days’ vacation per year; various insurances such as Term life and Business Travel insurance. Benefits are in addition to statutory entitlements and governed by internal policy.
• Great opportunities to own the role, upskill, and participate in exciting projects.
• Total Wellbeing focus; opportunities to contribute to CSR, Diversity, Women Connect, Sparks, and other initiatives.
• To know more about us visit – www.hcltech.com

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