Desktop Support

Job Summary

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for on call escalations and doing root cause analysis of given issue.
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• To independently resolve tickets within agreed SLA of ticket volume and time.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

• Must possess a professional demeanor and strong customer service/consulting/training skills
• Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area
• Basic understanding of networks, Intel servers and telecoms
• Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets
• Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)
• Strong Microsoft operating system troubleshooting skills
• Strong macOS operating system (Big Sur & above) troubleshooting skills
• Strong problem solving and critical thinking skills
• Strong written and verbal communication skills
• Must be self‑motivated and the ability to work independently with minimal supervision
• Must have excellent time management skills
• Must be detail and process oriented
• Ability to walk long distances across large facilities
• Must be able to pass a background security check
• Valid driver’s license and reliable transportation

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance‑based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program;

401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need‑based leave with no designated number of leave days per year); and 10 paid holidays per year.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to  for investigation.