Administrator

About the position

The HCL Desktop Technician role is focused on providing technical support and troubleshooting for hardware and software issues within an office environment. The position requires strong customer service skills and the ability to work independently to resolve technical problems efficiently. Key responsibilities include hardware installation, user equipment management, and maintaining inventory records, all while ensuring a positive customer experience.

Responsibilities

• Contact and troubleshoot directly with users to resolve software and hardware issues.
• Provide hardware installation and delivery for new computers and accessories.
• Maintain the loaner laptop pool by cleaning, wiping, and reimaging devices.
• Assist with user equipment moves within the office, including disconnecting, relocating, and reconnecting equipment.
• Facilitate user transfers between offices, including data copying and equipment transfer processes.
• Stage and image computers, including unboxing and setup in the staging area.
• Maintain equipment records in inventory and keep hardware databases updated.
• Manage hardware inventory and asset management systems.
• Deploy Windows OS system images using SCCM and perform quality checks.
• Clean and repair machines, including changing batteries and replacing RAM.
• Troubleshoot boot issues such as blue screens and BIOS settings.
• Move laptops and desktops/workstations around the building as directed by the Team Lead.
• Provide support for on-call escalations and conduct root cause analysis of issues.
• Independently resolve tickets within agreed SLA for volume and time.
• Adhere to quality standards, regulatory requirements, and company policies.
• Work on value-adding activities such as knowledge base updates and training new analysts.
• Ensure positive customer experience and CSAT through First Call Resolution.

Requirements

• Bachelor's degree in Engineering (B.E) or Technology (B-Tech).
• 2.5 to 5 years of experience in desktop support or related field.
• Strong understanding of Windows 10 and Office 365 applications.
• Experience with ITSM ticket systems and hardware/software troubleshooting.
• Ability to work independently and manage time effectively.

Nice-to-haves

• Experience with ServiceNow, Active Directory, and Software Center.
• Knowledge of asset management systems and hardware inventory management.