Desktop Support Engineer – IT End-User Solutions

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Note: Candidates must be eligible to work in Italy.

Fluent in Italian and English.

Job Summary:

The Desktop Engineer is responsible for providing technical support, troubleshooting, maintenance, and administration of end-user computing devices, applications, operating systems, and peripheral equipment. The role ensures smooth IT operations, timely issue resolution, and high-quality support for business users across the organization.

Key Responsibilities

• Provide first-level and second-level technical support for desktops, laptops, printers, scanners, mobile devices, and other IT peripherals.
• Install, configure, upgrade, and troubleshoot Windows operating systems, Microsoft Office applications, antivirus tools, VPN clients, and business applications.
• Diagnose and resolve hardware, software, network connectivity, and user access-related issues within defined SLA timelines.
• Perform imaging, deployment, asset tagging, inventory updates, and lifecycle management of end-user devices.
• Support user onboarding, offboarding, system setup, profile configuration, and access coordination as per organizational standards.
• Coordinate with network, server, security, application, and vendor teams for issue escalation and resolution.
• Maintain accurate incident, service request, and change records in the ITSM tool with proper troubleshooting notes and closure details.
• Ensure compliance with IT security policies, patching standards, endpoint protection, and data protection guidelines.
• Provide remote and onsite support to users while maintaining professional communication and customer service standards.
• Participate in IT projects such as hardware refresh, OS migration, software rollout, office setup, and infrastructure upgrades.

Required Skills

• Strong knowledge of Windows 10/11 operating systems and desktop troubleshooting.
• Hands-on experience with laptop, desktop, printer, and peripheral hardware support.
• Good understanding of Active Directory, user account management, group policies, and access permissions.
• Experience with Microsoft 365, Outlook, Teams, OneDrive, and SharePoint support.
• Basic knowledge of networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, LAN, and VPN.
• Familiarity with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Ability to follow ITIL processes for incident, request, problem, change, and asset management.
• Excellent communication, documentation, problem-solving, and customer-handling skills.

Qualifications and Experience

• Diploma or bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum 2 to 5 years of experience in desktop support, end-user computing, or IT service desk operations.
• Experience supporting enterprise environments, remote users, VIP users, and multi-location business operations is an added advantage.
• Maintain high first-contact resolution and ticket closure quality.
• Ensure timely response and resolution as per SLA commitments.
• Demonstrate ownership, accountability, and professionalism while handling user issues.
• Support business continuity by minimizing downtime and improving end-user productivity.
• Follow standard operating procedures, security guidelines, and escalation processes.
• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• 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. For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.

To know more about us visit – www.hcltech.com

Certificate of Disability in Force by law 68/99. If you have a valid disability certificate, kindly let us know during the selection process.

• Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.

• HCL is an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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