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While there are enough reasons to join us, our recent #TopEmployer2023 recognition is a strong testimony of what’s in store for you when you choose to join us. Be part of a culture that always helps you shine.
When you are part of a $10 Bn company that’s been voted as the Top Employer by Forbes, you know you can take a few things granted. Like a work life balance, for example. Like having a bouquet of benefits not just for you but for your family too. Like working on some of the most rewarding projects that change our world for better. At HCL we believe, at the end of the day, who we are and how happy we are is because of the people we surround ourselves with.
HCL Technologies - HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 159,000+ ‘Ideapreneurship’ across 50 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.
Role: Field Services Deskside Enginee
Location: Cheshire,UK
Employment Type – Permanent, FTC
"This position assists end users with technical support of desktop computers, applications, and related technologies. Interaction with multiple levels of end users, managers, VIP s and local technical staff is required. The Field Services Deskside Engineer will research, analyze, pilot and repair complex computer hardware and software problems; will have strong skills in customer service, communication and collaboration in a team environment to resolve complex IT problems. An in-depth knowledge and demonstrated expertise of desktop systems and their interaction with infrastructure including network, servers, identity management and other integrated technologies is required. The role requires a willingness and ability to adapt to the ever-changing challenges and demands. Approachability and composure under pressure, excellent teamwork and an understanding the value of a structured approach to problem solving are critical. Expertise in Windows, Mac, and mobile platforms is required. Other required areas of knowledge include audiovisual, mobile device, printer support and familiarity with ITIL and ServiceNow ticketing application. Support includes installation and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve problems. A good understanding of general IT services is required. Smart Hands services and cooperation with subject matter experts to provide eyes, hands and feet in support of networking equipment, telecom, printers and other IT related equipment is also required. " (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases