Desktop Support Technician

Senior HR Executive-Talent Acquisition @HCL Tech| MBA- VITBS " 24 | Ex HR intern at L&T | NIPM|SHRM

Job Description-DSS

Job Responsibilities:

• Lead and oversee the DSS Team, ensuring high-quality technical assistance for employees.
• Answer incident calls via phone, Microsoft Teams, email, or ServiceNow tickets.
• Create ServiceNow tickets, record incident details, and assign tickets to the appropriate site (L1/L2 or Global IT team).
• Provide close follow-up with end users, L1/L2, and Global IT support teams to ensure issue resolution, especially for time-sensitive incidents.
• Coordinate with WDT team and business users to create and manage incident resolution processes.
• Log, track, record, and close service requests to ensure user satisfaction.
• Create documentation and update the knowledge base for issue resolution.
• Initiate virtual meetings for critical incident handling and engage relevant stakeholders.
• Monitor track incidents to ensure they are closed within stipulated SLA.
• Provide onsite event support for town halls, business meetings, OQR, QBR, and other ad-hoc events.
• Perform onsite and remote troubleshooting for network, IT infrastructure, and server/storage issues.
• Manage end-user hardware support, including onboarding and troubleshooting IT devices.
• Handle software deployment and access management for new employees, contractors, and interns.
• Conduct periodic inventory updates and assist the IT Helpdesk Manager with asset tracking.
• Support corporate mobile lines and devices, including contract renewals and troubleshooting.
• Provide IT support for multiple locations, including production cleanroom, warehouse, and office setups.

Job Requirements:

• Experience: 5+ years in IT support, with at least 2 years in a leadership role.
• Experience in team management is mandatory.
• Technical Skills:
• Proficiency in troubleshooting IT hardware and software issues.
• Familiarity with IT service management tools such as ServiceNow.
• Experience in network support, including LAN configuration and VPN troubleshooting.
• Hands-on experience with MacBook, iOS/Android, and Windows devices.
• Knowledge of IT asset management and inventory tracking.
• Understanding of corporate mobile service management.
• Soft Skills:
• Strong leadership and team management abilities.
• Excellent communication and stakeholder management skills.
• Ability to coordinate with global teams and handle escalations effectively.
• Certifications (Preferred):
• ITIL certification.
• Experience with Apple TV, Cisco VC, and AV systems is an added advantage.