Desktop Dispatch Engineer

**Job Title & Specification: Dispatch Engineer/Break-Fix Engineer**

The primary responsibilities for the CONSULTANT will be as below:
**Main Responsibilities include**:

- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding desktop support, printers, PDAs, tablets, iPhones, Android devices, LAN cable drops and similar equipment
- Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
- Providing on-site cover as part of a shift arrangement
- Troubleshooting and resolving operating systems issues; reimaging computers, hard drives backing up and restoring, devices settings and associated systems administration activities
- Taking ownership of issues through to resolution on all appropriate requests.
- Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
- Move equipment associated with escalated help desk incidents and service requests
- Performing asset inventory activities as needed.
- Trains and orients staff on use of hardware and software.
- Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
- Works with procurement staff to purchase hardware and software.
- Communicates effectively both in the client organisation as well as in the HCL
- organisation verbally and in writing
- This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
- MDM client install, setup
- Use of SCCM for image installations and SW installations
- Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc.**Strong technical skills**
- Decent knowledge in using/managing at least 1 ITSM tools
- Capable to provide Hands& Feet support for Servers, Network Devices, Storage devices
- Required Business Skills:

- Management of the team of L1 resources
- Strictly adhering to agreed timeslots and ensuring a proactive communication verbally and in writing if agreed appointments cannot be met, e.g. due to accidents or similar root causes
- Communicative, open, friendly, flexible and client centric to ensure client and user satisfaction meets the desired levels
- Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
- A self-starter with ability to work on their own initiative
- To work through issues analytically to a successful conclusion
- An individual with a minimum of 3 year’s supervisory experience

Required Language Skills:Desired Experience:variety of personalities and management levels
- Fluent of local language is mandatory (For non-native speakers at least a C1 level is required - HCL reserves the right to ask for a certificate / proof).
- Effective English is important to communicate with central teams, both verbally as well as in writing
- Prior experience on Desktops, Workstations, Notebooks, Tablets (iPads, Android), Smartpohnes (iPhones, Android) and Printers
- Collaboration experience including remote control of PCs and video conferencing knowledge
- Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
- Strong Microsoft Office skills (Outlook, Word, PowerPoint and Excel)
- Thorough understanding of Outlook's calendaring tool
- Understanding of Exchange functional accounts and how they are used within Microsoft technologies
- Strong customer service skills
- Ability to provide consistent, excellent customer support to entire staff, representing a
- Must be detail oriented and self-motivating**High level of confidence.**
- good sense of Privacy/Secrecy,
- extremely good customer relationship management skills
- Strong written and verbal communication skills (English + local language)
- Additional language skills (in addition to English and local language) are advantage
- The secondary responsibilities of EMPLOYEE will be to:

- Provide/conduct training for junior staff as well as client’s member(s) in your team

**Job Types**: Part-time, Contract
Contract length: 6 months

Schedule:

- Day shift
- Early shift

**Experience**:

- Desktop support: 5 years (required)

**Location**:

- Singapore (required)