Previous Job
Deskside Support
Ref No.: 21-00575
Location: New York, New York
Day 1 onsite position

Accurately test, identify, repair, resolve and document end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys and basic printer support.

o Questions about nonstandard equipment should be brought to HCL management's attention

• Troubleshoot and resolve software issues. Ability to install, configure, reconfigure or reinstall software including remote support

• Update the tickets in ITSM & work on tickets within the defined service levels

o Appropriate notes required

o HOLD reason notes required

o Missed schedule date notes required

o Ticket transfer reason notes required

o Identify tickets that should be project and provide info to the Project Management team

• Reimaging computers/hard drives in accordance with customer standards

• IMACD function including installation and decommission.

• Backing up and restoring settings and associated systems administration activities

• Drive end to end ownership of issues to provide a resolution for all requests and incidents.

• Categorize and prioritize end user support requests and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.

• Move equipment associated with escalated help desk incidents and service requests

• Perform asset inventory activities to maintain accuracy.

• Trains and orients staff on use of hardware and software.

• Recommends and / or performs upgrades on systems to ensure longevity.

• Other tasks as assigned by Site Lead/Regional Lead.

• Work w the team/partner w HCL SD/ATS/FSS teams to improve service.

• Maintain a clean work environment.

If interested or any queries, reach out to Steve - 7603074259 or email -