At a Glance
- Tasks: Troubleshoot tech issues, support users, and ensure smooth IT operations.
- Company: Join a dynamic team at a leading tech company focused on innovation.
- Benefits: Enjoy personal time off, parental benefits, and access to educational resources.
- Other info: Opportunities for career growth and participation in CSR programs.
- Why this job: Make a real difference by solving problems and supporting your team.
- Qualifications: 7 years of hands-on IT support experience and strong troubleshooting skills.
The predicted salary is between 40000 - 50000 £ per year.
Key Responsibilities
- Adhering to SLAs.
- ITIL Processes awareness and adhering to ITIL process workflow.
- Reporting to the HCL Track Lead / Team Lead.
- Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems.
- Troubleshooting technical issues.
- Ensuring that the IT processes are adhered to.
- Building and configuring PCs and laptops as well as loading software, setting up applications like Outlook, Wi‑Fi, VPN and backup; providing setup and troubleshooting for printer/fax/copier/RF gun or phone equipment in offices.
- Tracking work tickets on ITIL‑based ticketing system such as Service Now.
- Diagnosing and solving hardware/software issues, including troubleshooting network connectivity problems.
- Performing repairs on computers, laptops, printers and any other authorized peripheral equipment.
- Coordinating with IT vendors and ensuring the site is up and running.
- Driving critical issues at site with the larger HCL team to ensure timely resolution with minimal downtime.
- Improving and maintaining customer and employee satisfaction.
- Performing asset‑inventory activities as needed.
- Creating documentation for processes and procedures of day‑to‑day work; creating KB articles.
- Break‑fix, troubleshooting and resolving software issues; reimaging computers/hard drives, etc.
- Providing frontline customer support, including hardware and software troubleshooting and diagnosis.
- Additional Responsibilities
- May need to travel to other sites based on demand and requirements.
- On‑call requirement for P1/urgent issues outside regular support hours (local business hours).
- Handling operations and customer requirements as per process and agreed SOW.
- Possible rotational shift.
- Skill Requirements
- Minimum 7 years hands‑on dedicated experience as deskside/on‑site support/local IT engineer.
- Strong Microsoft operating‑system installation skills (Win10 / mac OS X) and troubleshooting ability.
- Strong experience in providing hands‑and‑feet support for network and datacenter equipment/devices; strong knowledge of mac OS and building mac machines, and pushing applications via mac servers.
- Strong experience troubleshooting MS Office and Office 365 (Outlook, Word, Excel, Power Point, etc.).
- Strong desktop‑support knowledge including hardware, software, and networking concepts.
- Strong skills in hardware‑level concepts on desktops, laptops, notebooks, printers, and handhelds.
- Good knowledge of i OS, Android OS, and rugged devices (tablets and i Pads).
- Knowledge of Windows image‑build process and SCCM deployments.
- Good knowledge of handling RF scanners and industry‑level label printers (Zebra, etc.).
- Good hand‑on knowledge of OT technology such as PLCs and manufacturing plant IT.
- Experience handling managed print services and corporate/network printers.
- Good understanding of audio/video equipment and conference‑room setup.
- Understanding of user‑account creation for Active Directory, Exchange mailboxes, and distribution lists.
- Remote‑desktop connectivity application knowledge (SMS, Bomgar, Web Ex, Live Meeting, Windows native tools, etc.).
- Troubleshooting and assisting end users with mobile‑device setup, activation, and performance issues (handheld – Android & i OS).
- Strong customer‑service skills.
- Excellent communication and conversation skills (verbal and written) and good documentation skills.
- Ability to handle unforeseen situations.
- High level of acceptance.
- Knowledge of ITIL ticketing tools such as Service Now, BMC Remedy, etc., and ITIL concepts such as change, problem, incidents, and request tickets.
Benefits
- Personal time off
- Maternity and paternity benefits
- Access to skills/higher‑education programs/resources
- Discounts on products and services via Benefit Box
- Participation in CSR programs and living life with a purpose
- Opportunities to grow and advance your career
- Note
: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
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Analyst (Support & Operations) in London employer: HCL Technologies Limited
As a Track Lead in MDM Intune, you will join a forward-thinking organisation that prioritises employee growth and development, offering access to higher education programmes and skills resources. Our collaborative work culture fosters innovation and ensures that your contributions directly enhance the stability and security of our endpoint ecosystem, impacting nearly all users across the enterprise. With generous personal time off and family benefits, we are committed to supporting a balanced and fulfilling work-life experience.
StudySmarter Expert Advice🤫
We think this is how you could land Analyst (Support & Operations) in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what HCL Technologies Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges HCL Technologies Limited might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at HCL Technologies Limited!
✨Direct Apply to HCL Technologies Limited
Let's not forget to apply directly through the HCL Technologies Limited website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Analyst (Support & Operations) in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at HCL Technologies Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at HCL Technologies Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at HCL Technologies Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
