Desktop Support Specialist (f/m/d)

Desktop Support Specialist (f/m/d)

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 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. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity.

Your job:

• Provide support for on-call escalations and perform root cause analysis of given issues.
• Independently resolve tickets within agreed SLA of ticket volume and time.
• Adhere to quality standards, regulatory requirements, and company policies.
• Engage in value-adding activities such as knowledge base update & management, training freshers, and coaching analysts.
• Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
• Coordinate between internal and external clients and vendors.
• Engage in issue analysis, RCA, audits, and management reporting.
• Provide second-level support and resolve escalated and unresolved issues from the team.
• Support VIP / Priority Users abiding by elevated SLAs and ways of working of Executive support.
• Support asset management processes & life cycles.
• Support Windows, Microsoft Active Directory, MS Office 365, enterprise anti-virus solutions, and other authorized desktop applications.

Your profile:

• Experience in forecasting, purchase processes, and catalogue management.
• Experience in full IMACs life cycle, including manual software installation, system handover, disposal, or stocking, CMDB/AMDB updates.
• This position requires the ability to work in a complex environment requiring flexibility and teamwork.
• Bachelor’s Degree or equivalent in Computer Science or related field.
• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum 3 years of experience in desktop support/asset management.
• Proven analytical, troubleshooting, and problem-solving skills.
• Proven ability in team leading, meeting SLAs, and management reporting requirements.
• Excellent communication skills (English & local language).
• Proven ability in relationship-building and customer management.
• Willingness to work in shifts and off-hours or weekends when required for pre-planned activity or emergency support.

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We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.

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