IT Support Analyst

HCLTech; Oxford; On-site; GBP 25,000 - 42,000; Full time

Job summary

HCL Technologies Limited is seeking a Standard IT supporter to deliver onsite IT support and services to all users of our client. The role is fully onsite in Oxford with two sites (Site 1 and Site 2) and requires 2 days at Site 1 and 3 days at Site 2.

You will perform on-site services, support local IT infrastructure, train users, manage AV equipment, and assist in IT project work. Fluency in English and ITIL/ITSM familiarity are preferred but not mandatory.

Qualifications

• Minimum a Degree in IT/Computer Science or within relevant field and minimum of 3-6 years of IT support related experience is required.
• Appropriate service management program (ITIL foundation certification preferred, but not a requirement, as this can be provided)
• Experience with ITSM tools like ServiceNow and ticket handling
• Good technical knowledge in Microsoft, Windows 10, O365 environment, hardware; infrastructure and IOS devices
• If possible, experience with AV (audio/vision) equipment support (e.g. meeting rooms, videoconferencing, MS teams)
• Experience working in an international environment is an asset
• Previous experience working in a 24/7 organization & willingness to travel on regular basis
• Knowledge of agile working method and maybe experience with KANBAN board metho

Responsibilities

• Perform the On-Site IT services and support (walk-in and on-site support)
• Support the local IT infrastructure
• Collaborate and engage with different business teams on IT related matters
• Provide user training and on-boarding
• Support meeting rooms and AV equipment
• Support end-user equipment as per client’s standards
• Assist and collaborate in IT project implementation as assigned by Lead or IT Operations manager
• Perform visits to remote/ dispatched sites when applicable
• Perform troubleshooting for all Laptop related queries which may also include Microsoft product suite related queries
• Re-imaging laptops
• Maintaining inventory of equipment
• Recording all support incidents in Service-Now and work towards achieving the response and resolution KPIs
• Keep aging incidents under check
• Provide reports of open incidents and actions being taken to resolve those incidents.

Skills

Fluent English

Education

Bachelor's degree in IT/Computer Science

Tools

ServiceNow

ITIL

Job description

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, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

We are looking for Standard IT supporter who will be delivering onsite IT support & services to all users of our client.

The Standard IT supporter is a team player with good communication skills and with a focus on end user experience, willing to learn and share knowledge.

The support is delivered both as walk-in support and on-site support upon demand, and supporters work with all assigned tasks respectively. The support is highly based on collaboration and participating in coordination and stand-ups is an obligatory part of ensuring high quality towards end-users. We work in a global environment, where tickets are handling in a global setup and there is close collaboration with ServiceDesk and other on-site support-teams across the globe.

Note : Require to work for 2 days at Site 1 and 3 days at Site 2 depending on the requirements in Oxford location. (This role is fully onsite role)

- Perform the On-Site IT services and support (walk-in and on-site support)

- Support the local IT infrastructure

- Collaborate and engage with different business teams on IT related matters

- Provide user training and on-boarding

- Support meeting rooms and AV equipment

- Support end-user equipment as per client’s standards

- Assist and collaborate in IT project implementation as assigned by Lead or IT Operations manager

- Perform visits to remote/ dispatched sites when applicable

- Perform troubleshooting for all Laptop related queries which may also include Microsoft product suite related queries

- Re-imaging laptops

- Maintaining inventory of equipment

- Recording all support incidents in Service-Now and work towards achieving the response and resolution KPIs

- Keep aging incidents under check

- Provide reports of open incidents and actions being taken to resolve those incidents.

Experience / Education:

Standard : Minimum a Degree in IT/Computer Science or within relevant field and minimum of 3-6 years of IT support related experience is required.

- Fluent in oral and written English.

- Appropriate service management program (ITIL foundation certification preferred, but not a requirement, as this can be provided)

- Experience with ITSM tools like ServiceNow and ticket handling

- Experience with KCS is an asset

- Good technical knowledge in Microsoft, Window 10, 0365 environment, hardware; infrastructure and IOS devices

- If possible, experience with AV (audio/visio) equipment support (e.g. meeting rooms, videoconferencing, MS teams)

- Experience working in an international environment is an asset

- Previous experience working in a 24/7 organization & willingness to travel on regular basis

- Knowledge of agile working method and maybe experience with KANBAN board metho

• A supportive, diverse and global team with a brilliant culture.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
• To know more about us visit – www.hcltech.com
• For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.