HCLTech
Senior Administrator- Deskside Services
London
Posted about 22 hours ago
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Role Overview
This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.
The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. The job will require travel between offices (up to 150 miles). Resource is expected to work in rotational shifts for 8 hours, between 7 am to 7pm.
Desired Skills & Experience
Responsibilities
Team Lead:
- Lead and supervise the daily operations of the Deskside Support team to ensure compliance with SLAs and KPIs.
- Allocate, prioritize, and monitor incident, service request, IMAC, and project activities across the team.
- Conduct daily team huddles, shift handovers, and workload planning.
- Provide technical guidance and Level 2 escalation support for complex hardware, software, network, and mobility issues.
- Monitor ticket queues to ensure timely assignment, progress updates, and closure within agreed service levels.
- Perform regular ticket quality audits and ensure documentation standards are consistently maintained.
- Review team performance metrics and prepare daily, weekly, and monthly operational reports.
- Drive continuous service improvement initiatives based on customer feedback, SLA trends, and operational metrics.
- Oversee inventory accuracy, spare parts management, depot operations, and asset lifecycle management.
- Ensure compliance with company security policies, asset management processes, and audit requirements.
- Participate in Major Incident Management (MIM) calls and coordinate onsite technical recovery activities.
- Support business continuity, disaster recovery exercises, and emergency response activities when required.
- Drive automation, process optimization, and standardization across Deskside operations.
- Maintain high customer satisfaction (CSAT) through proactive communication and service excellence.
- Support regional or global projects, migrations, Windows upgrades, Office 365 rollouts, and technology refresh initiatives.
- Lead by example in customer service, professionalism, and technical excellence.
- Foster a collaborative, accountable, and high-performance team culture.
- Resolve conflicts and remove operational roadblocks affecting service delivery.
- Encourage knowledge sharing and maintain the team’s knowledge base.
- Promote compliance with Health & Safety, Information Security, and company policies.
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Support Tasks:
- Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support.
- Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices.
- Printer break-fix and installation.
- Disposal, redeployment and Asset reclaim.
- Shipping coordination.
- Data Backup and Data Recovery coordination.
- Hardware Refresh.
- Warranty and Out-of-warranty repair and replacement.
- Depot Services.
- Walk Up Support.
- Spare parts management.
- Good Knowledge / handon on supporting VDI 1st level Troubleshooting.
- Executive (VIP) Support.
- Audio and Video Support including Health Checks.
- Inventory and Asset Management – Depot Operations.
- Coordinate with external vendors for dispatch support.
- Identify and resolve hardware and software application conflicts.
- Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents.
- Responsible for asset tagging and entering all incoming equipment into our asset management system.
- Collaborate with cross functional teams to properly onboard incoming new hires.
- Ensure that hardware is properly assigned and updated into our management system.
- Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment.
- Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware.
- Ensure that resolutions are consistent with company standards and policies.
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Requirements/Qualifications
- Prefer 3-5 years IT experience, including technical training.
- Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications.
- Experience with imaging Windows 10 OS.
- Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet).
- Networked printer experience (queue creation, server maintenance, etc.).
- Experience in using PC-based word processing, presentation, and e-mail software preferred.
- Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred.
- Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations.
- Outstanding customer service and interpersonal skills.
- Excellent organizational skills and ability to prioritize tasks among many competing requests.
- Experience working in or supporting a call center or help desk environment.
- MCP and or A+ Certifications.
- Aptitude for learning.
- Excellent oral and written communication skills.
- Ability to work in teams and in a team environment.
- Able to lift up to 50 pounds.
- Own car for transportation (mileage will be reimbursed by policy).
- Valid driver’s license.
Benefits
- A supportive, diverse and global team with a brilliant culture.
- 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 the 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.
- For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.
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Skills
Deskside Support
Team Leadership
Inventory Management
Windows OS
Macintosh OS
Office 365
VDI Troubleshooting
Asset Lifecycle Management
SLA Compliance
Hardware Installation
Network Troubleshooting
Customer Service
Incident Management
Imaging Software
VIP Support
Audio Video Support
Location