Job description

About the company

HCLTech is a large global technology organization with a presence in 60 countries and a workforce of more than 224,000 people. The business delivers services and products across digital, engineering, cloud, and AI, and combines scale with an entrepreneurial, ideas-led culture.

The company encourages people to bring initiative, creativity, and a strong drive to improve outcomes for customers, teams, and society.

Role overview

This position is for a Level 1 Service Desk Technician supporting end users with day-to-day IT issues. The main focus will be laptop enrollment, basic troubleshooting, and resolving service calls connected to IT support. The role calls for solid communication skills, a practical technical foundation, and a strong customer-first mindset.

Eligibility

Candidates must have valid authorization to work in Ireland.

Experience and qualification expectations

Up to 2 years of experience in IT service desk or technical support environments.
Basic knowledge of laptop hardware and software setup.
Familiarity with core network connectivity concepts such as Wi-Fi, LAN, and VPN.
Ability to enroll and support user devices in line with company standards.
Experience recording, updating, and monitoring incidents in a ticketing platform.
Working knowledge of BMC Remedy or a comparable ticketing solution is required.
Strong English communication skills for interaction with end users and internal stakeholders.

Mandatory skills and knowledge

Working understanding of Windows 7, Windows 10, and Windows 11, along with standard troubleshooting methods.
Good awareness of IT security, ITIL, and compliance requirements related to endpoint management.
Excellent English communication and customer service ability.
Capability to guide users through common technical problems.
Basic networking knowledge, including IP, DNS, and DHCP.
Practical experience enrolling laptops or other endpoint devices.

Preferred skills

Exposure to ITIL or similar service management practices.
Experience with service desk platforms such as ServiceNow, Remedy, or similar tools.
Familiarity with Active Directory, remote access tools, or MDM solutions.

Benefits

Opportunity to work with a supportive, diverse, and global team.
Competitive pay and benefits, including vacation leave and different insurance coverages, in addition to statutory entitlements under local law.
Room to grow, develop new skills, and contribute to interesting projects.
Focus on total wellbeing, with opportunities to participate in internal communities such as CSR Council, Diversity Council, Women Connect, and Sparks engagement initiatives.

Additional information

Employee benefits are governed by internal policy and depend on the applicable laws and conditions in the country.

For details about the organization and its privacy practices, candidates may refer to the company website and the Candidate Data Privacy Notice.

Service Desk Technician