Desktop Technician

Job Summary

Provide Deskside / OSS / FSO technical support for Desktop PCs/Laptops, Tablets, Telephony, Software applications, and related technology. Deliver high customer satisfaction, including specification, installation, and testing of computer systems and peripherals within established guidelines. Diagnose and resolve unique, non‑recurring problems in application software and operating systems.

Note: The candidate must have a full UK driving licence and own a car.

• Accurately test, identify, repair, resolve, and document end‑user technical issues relating to Desktop support. Devices include, but are not limited to, Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Printers, MFDs, and basic network connectivity.
• Hands‑on role, expected to provide 2nd‑line IT support to the business community ensuring all requirements are met within agreed service level agreement.
• Work on customer tickets to ensure timely delivery of service, along with regular professional user updates.
• Provide infrastructure administration functions.
• Provide on‑site cover as part of a shift arrangement.
• Support inline with contracted business working hours.
• Provide site support in remote offices when required.
• Troubleshoot and resolve software issues; OS imaging/re‑imaging and associated systems administration activities.
• Take ownership of issues through to resolution on all appropriate requests.
• Categorise and prioritise end‑user support requests and service requests by utilising a customer ticketing system to track tickets and provide up‑to‑date status and information.
• Ensure regular customer interaction to adhere to SLA updates and high levels of customer service.
• Provide daily ticket updates to ensure users are fully informed.
• Move equipment associated with service requests in line with health and safety guidelines.
• Perform asset inventory activities as needed.
• Provide end‑user training and guidance on the use of hardware and software.
• Recommend and/or perform upgrades to end‑user devices.
• This position requires the ability to work in a BAU and/or project‑based environment requiring flexibility and teamwork.
• Perform other duties as assigned.

• Strong technical skills in Microsoft Windows 11, Office 365, Teams, Google, Service Now and other well‑known applications.
• Administration experience of MS Active Directory users & groups, policies and management concepts.
• Effective communication in English and/or local language.
• Basic working knowledge of LAN technologies and hardware.
• Ability to support technically video‑conferencing equipment.

• Ability to interact with customers to ensure the service is polite, efficient and responsive.
• A self‑starter with the ability to work on their own initiative.
• To work through issues analytically to a successful conclusion.
• An individual with a minimum of 3 years’ experience.

• At least 3 + years of experience in the field or in a related area.
• Prior experience on desktops, workstations, notebooks and printers.
• Collaboration experience including remote control of PCs and video‑conferencing knowledge.
• Deliverables to include ensuring the proper levels of run‑and‑maintain support and hands‑on assistance for IT infrastructure projects/upgrades (workstations).
• Strong Microsoft Office skills (Outlook, Word, and Excel).
• Thorough understanding of Outlook's calendaring tool and Teams workings.
• Ability to provide consistent, excellent customer support to the entire staff, representing a variety of personalities and management levels.
• Strong written and verbal communication skills.
• Must be detail‑oriented and self‑motivating.
• Experience with a supportive, diverse and global team culture.
• Opportunities to upskill yourself and get involved with exciting projects.
• Commitment to Total Wellbeing and involvement in CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion and similar initiatives.
• To know more about us visit  (link removed for compliance).
• For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.

• Seniority level:
  Associate
• Employment type:
  
  Contract
• Job function:
  Information Technology
• Industries: IT Services and IT Consulting, Information Services