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- Tasks: Provide top-notch technical support for desktops, laptops, and peripherals, both onsite and remotely.
- Company: Join a $13+ billion global tech leader with a startup mindset.
- Benefits: Enjoy competitive pay, 20 days vacation, and diverse employee benefits.
- Other info: Engage in exciting projects and contribute to meaningful initiatives.
- Why this job: Be part of a dynamic team that values innovation and personal growth.
- Qualifications: Experience in IT support and a passion for technology is essential.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
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 Dover 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 Dover-provided channels to dispose/cascade equipment and software no longer required and adhere to Dover’s 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 Dover. Manage warranty and non-warranty hardware. Image joiner/leaver laptops using the image provided to deskside support technicians. Comply with Dover hardware asset management processes.
Key Responsibilities
- 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.
- 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).
- 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.
- 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.
- 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.
- Troubleshoot issues related to remote support tools (TeamViewer, Bomgar, SCCM, Intune, Quick Assist) and collaboration tools and meeting room devices.
- Provide basic support for mobile devices and accessories (as applicable).
- 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.
- 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.
- 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.
Deskside Support Services in Dundee employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Deskside Support Services in Dundee
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and any tips they might have for landing a role at HCLTech.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss troubleshooting methods for Windows OS and common hardware issues, as these will likely come up during your chat.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled tech issues in the past. This will demonstrate your ability to handle the kind of challenges you'll face in the Deskside Support role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team at HCLTech.
We think you need these skills to ace Deskside Support Services in Dundee
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Deskside Support Services role. Highlight any relevant technical support experience, especially with Windows OS and ITSM tools like ServiceNow.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for tech support and how you can contribute to our team. Mention specific examples of how you've improved user experiences or resolved complex issues in the past.
Show Off Your Communication Skills: Since this role involves a lot of user interaction, make sure to demonstrate your communication skills in your application. Use clear, concise language and show that you can explain technical concepts to non-technical users.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team!
How to prepare for a job interview at HCLTech
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Windows 10/11 and any relevant ITSM tools like ServiceNow. Be ready to discuss how you've tackled hardware and software issues in the past, as this will show your problem-solving abilities.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, think of examples where you've gone above and beyond for a customer or user. Highlight your communication skills and how you handle VIP support with professionalism.
✨Familiarise Yourself with the Company Culture
HCLTech values an idea-first attitude, so come prepared to share your own ideas on improving user experience or service delivery. This shows that you align with their innovative mindset and are eager to contribute.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life situations, like troubleshooting a complex issue or managing multiple service requests. Practise articulating your thought process clearly, as this will demonstrate your ability to handle pressure and prioritise effectively.