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    Dispute Resolution Analyst - United Kingdom - Hcl Technologies

    Hcl Technologies
    Hcl Technologies United Kingdom

    3 weeks ago

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    Description
    Band 0 Junior/Trainee support Personnel that has basic technical skills and/or can follow script.

    Band 3 Role:
    Team Lead / Multi skilled technician (Deskside support / Network / Data Centre)
    Band 4 Project/Operations Manager with minimum 2 Years Experience in Relevant Field
    BAND 2 JOB DESCRIPTION

    The Band 2 Desktop Technician will provide day to day local\\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system.

    The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

    Desktop Support Engineer provides Break Fix, fault diagnosis and resolution.

    Providing fault analysis to customer s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.

    Ideal candidate should have 2-3 Years experience in Windows Desktop support.
    Work with vendors to remediate complex AV issues as needed.

    Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.

    Install, upgrade, support and troubleshoot for printers, computer hardware.
    Performs general preventative maintenance tasks on computers, laptops, printers.
    Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
    Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
    This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Bachelor s Degree or equivalent in Computer Science or related field.
    CompTIA A+, Microsoft Certified Professional (MCP) or better.

    Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

    Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
    Excellent communication relationship-building and internal customer service skills.
    Adaptable and flexible in a fast-changing industry and work environment.
    Willing to work off-hours and weekends when required for projects or emergency support.
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