At a Glance
- Tasks: Provide technical support and resolve incidents for clients via various communication channels.
- Company: Join a supportive, diverse tech team with a brilliant culture.
- Benefits: Competitive pay, up to 20 days vacation, and various insurance options.
- Other info: Great opportunities for personal growth and involvement in exciting projects.
- Why this job: Make a real impact while developing your skills in a dynamic environment.
- Qualifications: 1-5 years in IT support, strong communication skills, and familiarity with ServiceNow.
The predicted salary is between 25000 - 35000 € per year.
Note: Candidates must be eligible to work in the UK. Shift Based Role. The shift timings for these candidates will be either 10:00 AM to 6:00 PM or 11:00 AM to 7:00 PM Local time. For those who plan to drive to work, parking slots will be available free of charge. However, please note that if candidates have an electric car, there may be some fees associated with charging. The canteen on site offers a variety of food options, including hot meals, sandwiches, and salads, all at prices lower than the high street since the canteen is subsidised.
Job Summary
The Service Desk Analyst L1 provides support for incident resolution and requests reported by clients. Responsibilities include initial assessment, research, and resolution of incidents and requests regarding the use of applications, software, hardware & infrastructure components. The Service Desk Analyst would be responsible for collecting information through a customer conversation, probing, accessing support tools, and additional support teams if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other support teams in a timely manner.
Job Role and Responsibilities
- Perform technical support to clients via telephone, chat, emails, or self-service tickets across all geographies.
- Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with internal policies and procedures.
- Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.
- Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
- Perform customer call backs as required.
- Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
- Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
- Take ownership for the tickets/requests and communicate with customers on a regular basis to ensure speedy resolution.
- Hands-on experience on ServiceNow/SNOW/Remedy Now/any ITSM tool.
- Meet service level agreements like response and resolution time, ASA (Average Speed of Answering), AHT (Average Handling Time for a Ticket/Request) and CSAT (Customer Satisfaction).
- Providing refreshers to new members onshore and offshore.
- Managing and providing support to different LOBs during requirement.
- Basic understanding of DHCP, DNS, IP addressing and subnetting & basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues.
- Knowledge of Mobile OS like iOS, iPadOS & Android.
Eligibility Criteria
- Strong oral and written communication skills in all required languages.
- Should have 1-5 years of work experience in IT Technical Support / Service Desk preferred.
- Excellent knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues.
- Basic skill on MAC OS.
- Experience with ServiceNow Ticketing System.
- Open to work in a 24*7 work environment with rotational shifts and week-offs.
- Bachelor’s degree in computer science or a similar field; IT Diploma holders are also preferred.
A supportive, diverse, and global team with a brilliant culture. Competitive compensation and benefits that include up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land. Great opportunities to make the role your own, upskill yourself and get involved with exciting projects. Total Wellbeing is our focus. Alongside your professional excellence, you join likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.
Service Desk Technician in Chester employer: HCLTech
Join a dynamic and supportive team as a Service Desk Technician, where you will enjoy a competitive salary and benefits package, including up to 20 days of vacation and various insurances. Our workplace fosters a culture of diversity and inclusion, providing ample opportunities for professional growth and involvement in exciting projects that make a positive impact on society. With convenient shift timings and subsidised canteen options, we prioritise your well-being and work-life balance, making us an excellent employer in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Technician in Chester
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. This will help you understand what they value and how you can fit in. Plus, it gives you some great talking points during your chat!
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your skills match the job description, especially around technical support and customer service. We want you to shine!
✨Tip Number 3
Don’t forget to ask questions! At the end of your interview, have a couple of thoughtful questions ready about the role or team dynamics. It shows you're genuinely interested and helps you figure out if it's the right fit for you.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It keeps you fresh in their minds and shows your enthusiasm for the role. Plus, it’s a nice touch that many candidates overlook!
We think you need these skills to ace Service Desk Technician in Chester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Technician role. Highlight your relevant experience in IT support, especially with tools like ServiceNow and your troubleshooting skills with Windows, iOS, and Android.
Craft a Compelling Cover Letter:Your cover letter should reflect your passion for tech support and your ability to communicate effectively. Share specific examples of how you've resolved issues in the past and how you can bring that expertise to our team.
Showcase Your Soft Skills:As a Service Desk Technician, communication is key! Make sure to highlight your strong oral and written communication skills in your application. We want to see how you can explain technical issues to non-technical users.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at HCLTech
✨Know Your Tech
Brush up on your technical knowledge, especially around the tools and systems mentioned in the job description like ServiceNow, MS Office, and basic networking concepts. Being able to discuss these confidently will show that you're prepared and capable.
✨Practice Customer Interactions
Since this role involves a lot of customer communication, practice explaining technical issues in simple terms. You might want to role-play with a friend or family member to get comfortable with this aspect of the job.
✨Understand the Shift Dynamics
Familiarise yourself with the shift timings and be ready to discuss your flexibility regarding working hours. Showing that you’re adaptable to the 24/7 environment can set you apart from other candidates.
✨Prepare Questions
Have a few thoughtful questions ready about the team culture, training opportunities, or specific tools used. This not only shows your interest but also helps you gauge if the company is the right fit for you.
