Specialist
SR Number
HCLI/HCLI/2021/1477587
Job Description (Posting).
"DESKSIDE ENGINEER ROLE
Language:
Communicate /read/ write in English apart from any local language
Description
Technical support of desktop/laptop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT is required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.
Duties include (but not limited too)
*Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, printers, PDAs, iPad / iPhone, and LAN cable drops
*Troubleshooting and resolving software issues; reimaging computers/hard drives
*IMACD functions including installation and decommission for isolated one-off tasks
*Backing up and restoring settings and associated systems administration activities
*Taking ownership of issues assigned to the 'Dispatch' queue through to resolution
*Categorize and prioritize end user support Requests and Incidents by utilizing
BMC Remedy and Request Center ticketing systems to track tickets and provide up-to-date status and Information
*Responsible for the move equipment at the in-scope sites that have an associated ticket raised against it
*Performing asset inventory activities as needed (providing there is an associated ticket raised per activity, or an agreement has been made to perform the function as part of a dedicated project)
*Recommends and I or performs upgrades on systems to ensure longevity
*Interface with multiple levels of end users, management, VIPs and local technical staff.
Desired Experience:
*At least 3 years of experience in the field or in a related area required
*Exceptional customer service skills
*Strong written and verbal communication skills
*Must be detail oriented and self-motivating
*Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
*Background security check required
*Strong Microsoft Office skills (Outlook, Word, and Excel)
*Strong Microsoft Operating System installation and troubleshooting skills
*Strong Break I Fix skills for Desktops, Workstations, Notebooks, Printers, and mobility devices
*Broad experience of IT with basic understanding of Networks, Intel Servers and Telecoms
*Experience including remote control of PCs and video conferencing knowledge"
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements
Skill (Primary)
DWP-FSS-Desk Side Services
Employee Group
Business Line FT
HCL America, Inc. is proud to be an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
