Service Desk Specialist

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- DESK SIDE SERVICES

Location- Warwick, England, UK

Job Summary:

The Hardware Support Administrator plays a critical role in ensuring the smooth operations of hardware systems by independently resolving support tickets, providing on-call assistance, and conducting root cause analyses. This position is vital for enhancing customer satisfaction and operational efficiency within the organization.

Key Responsibilities:

1. Adhere To Quality Standards And Regulatory Requirements While Managing Hardware Break-Fix Incidents, Ensuring Compliance With Company Policies.

2. Provide On-Call Support For Escalated Hardware Issues By Diagnosing And Resolving Problems Effectively, Utilizing Hardware Troubleshooting Techniques.

3. Update And Manage The Knowledge Base By Documenting Solutions And Processes For Hardware Issues, Contributing To Continuous Improvement.

4. Independently Resolve Hardware Support Tickets Within The Agreed Sla, Ensuring Timely And Efficient Service Delivery.

5. Enhance Customer Experience And Csat By Achieving First Call Resolution Rates And Minimizing The Number Of Rejected Resolutions Or Reopened Cases Through Effective Hardware Troubleshooting.

Skill Requirements:

1. Proficient in Hardware Break-Fix Methodologies and Troubleshooting Techniques.

2. Strong Analytical Skills for Conducting Root Cause Analysis of Hardware Issues.

3. Good Communication Skills To Interact With Customers And Provide Clear Guidance.

4. Familiarity with Ticketing Systems and Service Level Agreements.

Certification:

Optional Certifications: CompTIA A+, ITIL Foundation, or Equivalent in Hardware Support and Operations.