Main Responsibilities include:
• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding desktop support, printers, PDAs, tablets, iPhones, Android devices, LAN cable drops and similar equipment
• Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
• Providing on-site cover as part of a shift arrangement
• Troubleshooting and resolving operating systems issues; reimaging computers, hard drives backing up and restoring, devices 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.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• Communicates effectively both in the client organisation as well as in the HCL
organisation verbally and in writing
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
• MDM client install, setup
• Use of SCCM for image installations and SW installations
Required Technical Skills:
• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.

Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office / Microsoft 365
• Decent knowledge in using/managing at least 1 ITSM tools
• Capable to provide Hands& Feet support for Servers, Network Devices, Storage devices
Required Business Skills:
• Management of the team of L1 resources
• Strictly adhering to agreed timeslots and ensuring a proactive communication verbally and in writing if agreed appointments cannot be met, e.g. due to accidents or similar root causes
• Communicative, open, friendly, flexible and client centric to ensure client and user satisfaction meets the desired levels
• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
• Ensure to be contactable via Mobile and Email at a minimum during business hours and/or client operating hours
• 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 supervisory experience
Required Language Skills:
• Fluent of local language is mandatory (For non-native speakers at least a C1 level is required – HCL reserves the right to ask for a certificate / proof).
• Effective English is important to communicate with central teams, both verbally as well as in writing
Desired Experience:
• Prior experience on Desktops, Workstations, Notebooks, Tablets (iPads, Android), Smartpohnes (iPhones, Android) 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, PowerPoint and Excel)
• Thorough understanding of Outlook’s calendaring tool
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies
• Strong customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a
variety of personalities and management levels
• Must be detail oriented and self-motivating