Deskside Track Lead

*Job description* Want to apply Read all the information about this position below, then hit the apply button. 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. This position performs, oversees, monitors, and manages the activities of the FSO/Deskside support team on the support location, and other sites as required. The role requires the ability to actively take a leading role in all activities listed below but is not restricted to. Along with working with the extended HCL support teams. Also working with partner resources, other members of HCL and the business in which we are supporting. · Must have a full UK driving licence and willing to travel. Main Responsibilities include: § Must ensure a full team success % in terms of SLA’s, OLAs, CSAT, and financial management. § Consistent monitoring of the team’s attendance in accordance with contractual requirements for holidays, seasonal coverage which the operational service is maintained fully. § Deliver Managed Services for the client. § Build and manage various on-site/ off-site teams and direct all related People/ Process and Technology Competencies § Formalize internal process to ramp-up expertise of resources. § Prepare reports on Monthly / Weekly / Daily basis to show productivity improvements and efficiencies. § Manage Service Improvement activities. § Handle Escalation § Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Printers, MFDs, and basic network connectivity § Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement § To provide infrastructure administration functions § Providing on-site cover as part of a shift arrangement § Support inline with contracted business working hours § Provide site support in remote offices when required § Being prepared to work out of hours when required § Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities § Taking ownership of issues through to resolution on all appropriate requests § Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information § Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service § Providing daily ticket updates to ensure users are fully updated on updates § Move equipment associated with service requests, inline with health and safety guidelines § Performing asset inventory activities as needed § End user training and guidance on the use of hardware and software § Recommends and / or performs upgrades to end user devices § This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork § Performs other duties as assigned Technical Skills: § Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc. § Strong technical skills in Microsoft Windows 10, 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 by Engineer in English and local languages is mandatory Business Skills: § Ability to interact with customers so as to ensure that the service is polite, efficient and responsive service is provided § A self-starter with ability to work on their own initiative * To work through issues analytically to a successful conclusion * An individual with a minimum of 3 year’s experience Desired Experience: § At least 4+ years of experience in the field or in a related area required § Prior experience on Desktops, Workstations, Notebooks and Printers § Collaboration experience including remote control of PCs and video conferencing knowledge § Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations) § Strong Microsoft Office skills (Outlook, Word, and Excel) § Thorough understanding of Outlook's calendaring tool. Teams workings. § Strong customer service skills § Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels § Strong written and verbal communication skills (English being the local language) Working Window: 7:30 am to 4:30 § Must be detail oriented and self-motivating Background security check required Job Type: Fixed term contract Contract length: 11 months Pay: £30,000.00-£34,000.00 per year Education: * Bachelor's (preferred) Experience: * Technical support: 6 years (preferred) Licence/Certification: * UK Clean Driving License (preferred) Work authorisation: * United Kingdom (preferred) Application deadline: 30/10/2024