Deskside support Lead

Job Title

Responsibilities:

• Experience in managing a team of deskside support engineers and adhering to SLAs

• Experience in managing deskside support team

• Good customer handling skills and act as single point of contact

• ITIL processes awareness and adhering to

• Reporting to the service success manager / delivery manager

• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems

• Troubleshooting technical issues

• Ensuring that the processes are adhered to

• Building and configuring PCs and laptops as well as loading software, setup applications like outlook, Wi-Fi, VPN and backup

• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices

• Tracking work tickets on ITIL based ticketing system like Service Now & Remedy

• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues

• Performs repairs on computers, laptops, printers and any other authorized peripheral equipment

• Improves and maintains customer and employee satisfaction

• Performing asset inventory activities as needed

• Create documentation for process and procedures

• Break-fix, troubleshoot and resolve software issues; reimaging computers/hard drives

• Providing frontline customer support at the genius bar, including hardware and software troubleshooting and diagnosis

Required skills / qualifications:

• Minimum 4 years hands on experience as deskside/onsite support/local IT engineer

• Strong Microsoft operating system installation (Win
11/MAC) and troubleshooting skills

• Strong experience in providing hands & feet support for meeting room VC devices, network and datacenter equipment’s/devices

• Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.)

• Strong desktop support knowledge including hardware, software, and networking concepts

• Strong skills in desktops, workstations, notebooks and printers and handhelds

• Good knowledge of MAC OS, IPAD and Android devices

• Knowledge in windows image build process and SCCM deployments

• Basic understanding of audio/video equipment and conference room setup

• Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows native tools tool. Escalations

• Troubleshoot and assist end users with mobile device setup, activations and performance issues

• Handheld – Blackberry, Android & IOS support knowledge

• Strong customer service skills

• Strong written and verbal communication skills

Soft skills:

• Excellent communication and conversation skills (verbal and written)

• Good documentation skills

• Good working knowledge of MS Office (including MS Project and Visio)

• Should have a great customer handling skill

• Able to handle unforeseen situations

• High level of acceptance

• Can drive HCL’s value and its methodology

Other skills / experience:

Must have professional experience using various Windows desktop operating systems. Strong desktop support experience required.

Excellent trouble-shooting skills

Must have experience in providing smart hands support for network and datacenter equipment

Years of experience:

• Min 5+ years’ experience in a similar position work in similar technical profile.