Desktop Support Specialist

2 days ago


Fatih, Istanbul, Turkey HCLTech Full time
Job Description

This position is responsible for providing technical support to customers, end users, and operating staff with desktop computers, applications, and related technology. The successful candidate will be required to interact with multiple levels of end users, managers, VIPs, and local technical staff.

The role involves specifying, installing, and testing computer systems and peripherals within established standards and guidelines. Interaction with application software and operating systems is necessary to diagnose and resolve unique, non-recurring problems.

A good understanding of general IT services is essential. This includes 'Smart Hands' services and cooperation with subject matter experts to provide 'eyes, hands, and feet' in support of Networking Equipment, Servers, Telecoms, and other IT-related equipment.

Duties include:

  • Accurately testing, identifying, repairing, resolving, and documenting end-user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, and basic printer support.
  • Troubleshooting and resolving software issues. Ability to install, configure, reconfigure, or reinstall software including remote support.
  • 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.
  • Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
  • Categorizing and prioritizing end-user support requests and service requests by utilizing a Remedy ticketing system to track tickets and provide up-to-date status and information.
  • Moving equipment associated with escalated help desk incidents and service requests.
  • Performing asset inventory activities as needed.
  • Training and orienting staff on the use of hardware and software.
  • Recommending and/or performing upgrades on systems to ensure longevity.


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