Walkup IT - Desk Side Services

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.

Role definition

We are looking for a consultant with customer service experience to provide face to face IT support to our employees in our Tech Lounge based at Dunton, Essex. In this role you will be part of an energetic and motivated team providing support by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities. The aim is to improve end user productivity, improve employee satisfaction and contribute towards a 'vibrant' organization by empowering our employees and showcasing new and innovative products.

Direct Face-to-Face customer support for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all Digital Worker provided services.
Provide walk-up and Deskside support for a given coverage area.
Improve end user’s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities.
Partner, as required, with members of a given team or other IT teams as appropriate to ensure problem resolution and, if necessary, root cause identification.
Manage customer queues.
Develop and maintain accurate support documentation.
Identify potential escalations and proactively alert Tech Lounge Lead as needed.
Provide ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
A strong desire to continuously learn, and share learnings with others.
Overall, provide a world-class employee support experience with an exceptional emphasis on quality resolutions and customer support.

Expected qualification and critical experiences -
1-3 years in a corporate IT department providing end user support across a wide range of environments.
Strong customer service/consulting/training skills.
Proven ability to work together with global IT teams, colleagues and partners.
Excellent networking and relationship building skills.
Process oriented with problem solving skills.
Proficient in Microsoft Office applications, Mobility Devices and Windows operating systems.
Experience with multiple infrastructure environments and understanding their relationships (e.g. operating system, hardware, data center, security, network, voice, mobile devices, end user and server/ web related applications).
Bachelor’s degree in Computer Science, Business Administration, information Systems or another field with related work experience.
Certifications:

Hardware such as A+ or equivalent, Microsoft – MCSA Windows 7, 8 or 10, Network such as CCNA or CCNP.

Additional Information
T he position reports functionally to the Tech Lounge Supervisor in the US with an in-country Supervisor responsible for all personnel items. A work rota is managed to ensure that coverage is provided for the full opening hours of the Lounge and an optional uniform (dress shirt and polo shirts) will be provided.
Applicant must have a valid driver’s license.

Benefits
A supportive, diverse and global team with a brilliant culture.
Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
To know more about us visit –

www.hcltech.com