Deskside Support Services

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products. HCLTech is a globally recognized leader in the Tech and IT industry, but we've never forgotten the startup mindset that got us here. We've always approached our work with an idea-first attitude because every one of our accomplishments — no matter how big or small — can be traced back to an idea's single spark. It's that spark — that inner drive — that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that's what drives you to be better, be more and ultimately, be more fulfilled.

The Desk Side Support (DSS) Engineer is responsible for providing high-quality L2/L3 onsite and remote technical support to end users across desktops, laptops, peripherals, operating systems, and enterprise applications. The role ensures minimal business disruption, adherence to SLA/KPIs, and consistent improvement of end-user experience through proactive support, incident ownership, and close coordination with Service Desk, Infrastructure, and Security teams.

Deskside Support Services (DSS)

• DSS resources will have the language skills required for the country/site where they are based or dispatched.
• DSS resources will use the Knowledge Management System (KMS) and follow standard IT troubleshooting guidance and instructions provided by IT for in-scope services.
• DSS includes hands-and-feet activities and remote support (as escalated/assigned by Service Desk), including:

• Service requests
• Incident handling
• Dispatch and monitoring of Break/Fix repairs
• Site documentation related to EUC devices
• Technical orientation/training for new employees on existing systems and software
• Leverage client provided channels to dispose/cascade equipment and software no longer required and adhere to client standard hardware disposal process.

Service objective (high-level)

• Ensure high customer satisfaction by providing professional, user-friendly services aligned to local needs (language, culture, expectations).
• Provide continuous service improvement and innovation to keep services fit-for-purpose and relevant over the duration of the Agreement.
• Provide remote and field services to authorized users as needed (incidents, service requests, information requests) and per service levels.
• Perform approved Install, Moves, Adds, Changes, Deletes (IMAC) services and break-fix repairs for end-user hardware.
• Deploy, manage, and refresh in-scope hardware as agreed with client.
• Manage warranty and non-warranty hardware.
• Image joiner/leaver laptops using the image provided to deskside support technicians.
• Comply with client hardware asset management processes.

Key Responsibilities

1. End User Technical Support
   • Provide onsite and remote support for desktops, laptops, printers, scanners, mobile devices, and peripherals.
   • Diagnose, troubleshoot, and resolve hardware, software, OS, and application issues within defined SLAs.
   • Ownership of incidents, service requests, and tasks until closure with proper communication to users.
   • Support Windows OS environments (Windows 10/11) and limited Mac OS support where applicable.
   • Handle VIP/Executive support with priority handling and professional communication.
2. Incident, Request & Change Management
   • Log, update, and manage tickets using ITSM tools such as ServiceNow, Remedy, HP Service Manager, etc.
   • Participate in incident resolution, major incident support, and root cause analysis (RCA) activities.
   • Support change and rollout activities (OS upgrades, antivirus upgrades, patching, device refresh, Intune deployment).
   • Coordinate desktop-related changes to avoid deployment conflicts and ensure seamless user experience.
   • Participate in projects involving enterprise-wide desktop transformations (e.g., hardware refresh, security tool rollouts).
3. Device Lifecycle Management
   • Perform new device setup, imaging, asset tagging, and handover for new joiners.
   • Support IMACD activities (Install, Move, Add, Change, Dispose).
   • Handle device refresh, decommissioning, return-to-vendor, and secure data wipe activities.
   • Ensure asset details are correctly updated in CMDB and asset management systems.
4. Access & Identity Support
   • Support Active Directory functions such as user account setup, password resets, group membership, and GPO-related issues.
   • Assist users with VPN connectivity, MFA issues, network access, and remote access tools.
   • Coordinate with IAM, Security, and Network teams for access-related escalations.
5. Tools, Applications & Collaboration Support
   • Support enterprise applications including:
   • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
   • Browsers (Edge, Chrome, Firefox)
   • PDF tools, compression tools, and standard desktop utilities
6. Troubleshoot issues related to:
• Remote support tools (TeamViewer, Bomgar, SCCM, Intune, Quick Assist)
• Collaboration tools and meeting room devices
• Provide basic support for mobile devices and accessories (as applicable).
7. Documentation & Reporting
   • Maintain accurate ticket updates, resolution notes, and knowledge articles.
   • Create and update Standard Operating Procedures (SOPs) and work instructions.
   • Provide inputs for daily/weekly/monthly reports such as MTTR, ticket aging, backlog, and repeat incidents.
   • Support audits by providing evidence and documentation when required.
8. Customer Experience & Continuous Improvement
   • Ensure high CSAT/End User Experience scores through proactive communication and quality resolution.
   • Identify repetitive issues and suggest automation or process improvements.
   • Adhere to ITIL best practices, compliance requirements, and security policies.
   • Act as a floor-support partner for business users and coordinate closely with Service Desk and resolver teams.

Required Technical Skills:

• Operating Systems: Windows 10 / 11
• Basic knowledge of Windows Server environments (2012/2016/2019)
• Active Directory & User Management
• ITSM Tools: ServiceNow
• Endpoint Management: SCCM / Intune / Autopilot (preferred)
• Remote Support Tools: TeamViewer, Bomgar, Quick Assist, native Windows tools
• Hardware: Desktops, laptops, docking stations, printers, peripherals
• Networking Basics: LAN, VPN, Wi-Fi, TCP/IP fundamentals
• Microsoft Office & M365 suite
• VPN and remote dial-in users
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Benefits:

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes 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.

To know more about us visit – www.hcltech.com