Service Desk/FSO

HCLTech - Australia and New Zealand; Dunedin; On-site; NZD 60,000 - 75,000; Full time

Job summary

HCLTech in Dunedin, NZ is seeking a Service Desk professional with 2–3 years of experience in hardware, software and network support. The role is permanent and involves multi-channel user assistance, incident logging, and adherence to SOPs.

You will diagnose issues, coordinate with higher-level teams, and manage user accounts while performing routine remote support and device provisioning in a global, virtual-first environment.

Qualifications

• Certification requirements for IT support roles.
• Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification.
• ITIL knowledge of V2 or V3, especially Service Desk, Incident, Problem and Change Management.

Responsibilities

• Provide hardware/software/network diagnosis and resolution via phone/email/chat.
• Route issues to internal 2nd/3rd level IT support and coordinate vendor relations.
• Administer user provisioning and use incident systems to document resolutions.
• Respond to tickets from users and manage work orders to closure.
• Perform level 1 remote desktop support and follow SOPs.

Skills

Phone support

Technical call centre

Windows 10/11

Windows Server 2022/2025

Active Directory

Exchange 2019

Remote desktop

SCCM

ITSM tools (ServiceNow)

VPN technologies

Education

MCP/MSCE/MSCA or HDI CSS or Cisco certification

Tools

ServiceNow

SCCM

Active Directory

Exchange 2019

VPN technologies

Remote Desktop

Job description

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

About the Role

• Job Role- Service Desk/IT Help Desk
• Location- Dunedin, NZ
• Duration- Permanent
• Years of Experience 2 - 3 years of Service desk, voice customer service, and support experience with problem solving involving hardware, involving hardware, software, and networks

Qualifications

• Certification requirements
• Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Route problems to internal 2nd and 3rd level IT support staff
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
• Administer and provide User account provisioning
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• Provide knowledge transfer of Service Desk operations

Required Skills

• Technical Requirements
• Phone support experience necessary
• Technical Service desk or technical call center experience is necessary
• Disciplined, systematic problem solving skills required
• Skills Hands on experience with:
• Windows 10 and Windows 11
• Windows Server 2022, Windows Server 2025
• Active Directory, Exchange 2019 on-line and on-prem
• Remote desktop connectivity applications
• SAP – user provisioning and maintenance
• MS Office Suite (Office 365)
• MS Teams & Sharepoint Support
• SCCM
• Desktop EUC tools
• ITSM ticketing tools such as ServiceNow
• Expert knowledge of Corporate VPN technologies
• Support for laptop, desktops, and manufacturing and corporate printing environments.

Preferred Skills

• Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Additional Information

• Why Us We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees. Our company is extremely diverse with 165 nationalities represented.
• We offer the opportunity to work with colleagues across the globe. We offer a virtual-first work environment, promoting a good work-life integration and real flexibility. We offer comprehensive benefits for all employees. We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect

• Candidate Data Privacy Notice | HCL Technologies We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data. By replying to this email or submitting any personal data to HCL Tech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as described in the privacy notice”.