Address Scotland
2.5-5 Years
UK
Job Description (Posting).
Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Printers, MFDs, and basic network connectivity. Diagnose and Repair laptops / desktops (OEM warranty training / certification to be provided to the successful candidate). Reporting / data entry via the OEM service and repair platform and internal management systems. Loading company OS on to device by either PXE or memory Stick. Preparing and cleaning refurbished units. Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement To provide infrastructure administration functions Providing on-site cover as part of a shift arrangement Support inline with contracted business working hours Provide site support in remote offices when required Being prepared to work out of hours when required Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities Taking ownership of issues through to resolution on all appropriate requests 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 Ensuring regular customer interaction to adhere with update SLA s and high levels of customer service Providing daily ticket updates to ensure users are fully updated on updates Move equipment associated with service requests, inline with health and safety guidelines Performing asset inventory activities as needed End user training and guidance on the use of hardware and software Recommends and / or performs upgrades to end user devices This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork Performs other duties as assigned by HCL Management (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
Qualification
B-Tech
No. of Positions
1
Skill (Primary)
DWP-FSS-Desk Side Services
Employee Group
Contract
City
Glasgow
Entity
INFRA
Auto req ID
1391929BR
Expected Date of Closure
04-Jun-2024
Contract Clause:
This role/position is for contractors which operate via an agency PAYE payroll or via and FCSA accredited umbrella company
Reporting Manager Designation
CONSULTANT
