Desktop Support Engineer

Key Responsibilities include:

On-site support

• On-site Support Services including but not limited to; desk-side support, mobile devices, desktop/laptop hardware; technology refresh, stock storage management, end user advice and software break/fix*
• Ensuring all Incidents/Requests are met within the agreed service targets.
• Proactively monitors pending tickets.
• Performs installs, moves, adds and changes (IMAC) as required.
• Provides face to face end user support and troubleshoot issues for IT products and services.
• Troubleshooting and resolving hardware and software issues; reimaging computers/hard drives on multiple operating systems.
• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, and mobile devices.
• Performing asset inventory/stock related activities as needed.
• Taking ownership of issues through to resolution on all appropriate requests.
• Ensuring all Incidents/Requests are met within the agreed service targets
• Ensuring all key Client and HCL processes and procedures are followed. For example, Call Management, Data Retention Hold, amongst others.
• To provide hands and feet support to another Infrastructure support.
• Providing on-site cover as part of a shift arrangement, covering off all areas of support.
• 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.
• Orients new joiners on EUC systems.
• Recommends and / or performs upgrades on systems (EUC supported devices) to ensure longevity.
• Flexibility and teamwork and performs other duties as assigned by your Lead or Operations Manager.

Communication, customer service & Teamwork.

• Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.
• Speaks good clear English. Language.
• Strong Written and Verbal Communication Skills at senior stakeholder level.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.
• Maintain healthy group dynamics.
• Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager.
• Must be detail oriented and self-motivating.
• Relationship Management – internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.
• Flexibility with respect to time – client deliverables need to be met with a “Can do” attitude.
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support.

Technical & Problem solving Skills

• Excellent problem solving / quantitative/ analytical skills.
• Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc
• Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database/Security.
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.

Key competencies for this role: -

Teamwork and Collaboration

(A) Builds productive working relationships – (L2) Builds and maintains effective working relationships with peers, partners and customers.

(B) Co-operates and collaborates with colleagues – (L2) Works effectively and cooperatively with others. Seeks new alliances to expand sphere of influence and enhance quality of work.

(C) Treats others with Respect – (L2) Treats others with respect, encourages and appreciates individual contributions.

(D) Resolves Conflict amongst team members – (L2) Works effectively with others to resolve conflict. When possible looks for middle ground solutions.

(E) Balances individual and team goals. – (L2) Demonstrates flexibility and willingness to step out of comfort zone to support team and goals.

Service Focus

(A) Understands the importance of quality service. – (L2) Understands and values the importance of high quality customer service.

(B) Delivers quality service. – (L2) Consistently and competently delivers high quality service to customers.

(C) Anticipates and fulfils customer’s needs. – (L2) Meets and often exceeds customers’ expectations; ensures that customer needs are fulfilled.

(D) Skilfully serves diverse customer base - (L2) Effectively adapts service delivery to meet the needs of the diverse customer base.

(E) Strives to improve quality of service - (L2) Frequently suggests and implements changes to improve the quality of service.

Innovation & Business Change Management

(A) Understands and adapts to changes in the strategic and/or operation direction of HCL/Barclays. - (L2) Actively support changing direction, goals and responsibilities. Is flexible, open and receptive to new information and ideas.

(B) Shows foresight and imagination to see possibilities, opportunities and trends. – (L2) Demonstrates foresight and imagination to see possibilities, opportunities and trends.

(C) Demonstrates commitment to seek out opportunities and contributes to developing innovative or alternative solutions. – (L2) Frequently identifies opportunities in challenges and demonstrates initiative to develop alternative solutions.

(D) Understands the strategic direction and goals of HCL/Barclays and aligns personal performance objectives with organisational priorities.(L2) Regularly demonstrates awareness of HCL/Barclays organisational goals, modifies one's preferred way of doing things when it benefits the whole.

Job Mastery and Continuous learning

(1) Applies background, technical knowledge, education and prior job experiences to current and new job situations. – (L3) Frequently demonstrates the ability to incorporate past job experience and apply technical knowledge to current job situations.

(2) Demonstrates technical competence, job knowledge and ability to add value beyond the core job function. – (L3) Is informed and knowledgeable about trends in the field; appropriately aligns knowledge and skills with HCL/Barclays organisational initiatives.

(3) Continually strives to upgrade the depth and breadth of technical and professional skills. – (L3) Works continuously learning and improving technical and professional skills.

(4) Makes time for appropriate training, keeps current on tools, technology, and information needed to meet the job performance and challenges. – (L3) Makes time to participate in training and development opportunities.Keeps current on kills needed to enhance job performance.

(5) Shares knowledge and supports peers, staff and others to increase skills, foster improvements and enhance outcomes. – (L3) Shares knowledge with others and demonstrates support for peers increasing/developing skills. Is aware of the potential for enhancing outcomes.

Communication Skills

(1) Demonstrates effective written and Oral communication skills.– (L3) Communication is of the highest calibre; clear, persuasive, accurate and focused on the need of specific individuals and groups.

(2) Actively listens, provides constructive feedback, and demonstrates respect for differing views. (L2) Effective communicator, knowledgeable, and concise; demonstrates active listening, explains issues clearly succinctly.

(3) Shares information with others. – (L2) Consistently shares accurate, timely information with the right people in right format.

(4) Actively seeks other perspectives to ensure inclusiveness and understanding. – (L2) Maintain open, honest dialogue with co-workers and organisational partners.Integrates other’s thoughts and ideas.

(5) Tailors communications to diverse audiences. – (L2) Maintain open, honest dialogue with co-workers and organisational partners. Integrates other’s thoughts and ideas.

Problem Solving

(1) Analysis and prioritises situations to identify and solve problems.– (L2) Solves urgent, high impact problems first, stays focused until they are successfully resolved.

(2) Solutions increase efficiency and improve quality. – (L2) Solutions effectively address issues and are easily sustainable. Efficiency is increased, enhancing the quality of products and services.

(3) Involves others in solving problems and making decisions - (L2) Collaborates effectively with others to solve problems and make decisions; seeks input from outside immediate peers.

(4) Factors HCL/Barclays Organisational goals into decisions -(L2) Keeps organisational and departmental goals in mind when solving problems.

(5) Makes clear, transparent, timely decisions. – (L2) Makes sound decisions based on facts and experience.Decisions often support and facilitate desired outcomes.