Analyst (Support & Operations)
Canada
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Job Description
Analyst (Support & Operations)
Mississauga, Ontario

Job Summary

The Desk Side Support Engineer is responsible for providing onsite and remote technical support to end users for desktops, laptops, mobile devices, operating systems, business applications, conferencing equipment, and IT peripherals. The role ensures timely resolution of incidents and service requests while maintaining high levels of customer satisfaction and adherence to SLA commitments. Based on internal service descriptions, the role includes onsite troubleshooting of hardware, software, imaging, deployment, and VIP support activities.

Key Responsibilities

Provide onsite and remote support for desktops, laptops, printers, mobile devices, and peripherals. Diagnose and resolve hardware, software, OS, and application-related issues. Install, configure, upgrade, and maintain Windows operating systems and standard enterprise applications. Perform desktop/laptop imaging, re-imaging, and software deployment activities. Support meeting rooms, video conferencing systems, and collaboration tools. Handle IMAC activities (Install, Move, Add, Change). Provide VIP/executive support with prioritized troubleshooting and resolution. Manage user accounts, access requests, and onboarding/offboarding activities. Coordinate hardware warranty repairs and replacement activities. Maintain asset inventory and update asset management systems. Support SCCM/Endpoint Management deployments and patch rollouts. Document incidents, service requests, and knowledge articles. Ensure compliance with ITIL processes, SLAs, and organizational policies. [HCL Propos...nal - Wiki | Word], [Service_De...quirements | Word] Technical Skills Required Windows 10/11 Administration Microsoft 365 (Outlook, Teams, Office Applications) Active Directory & Azure AD SCCM/MECM or Endpoint Management Tools Laptop/Desktop Hardware Troubleshooting Printer and Peripheral Support Network Troubleshooting (LAN/Wi-Fi/VPN) Mobile Device Support (iOS/Android) Video Conferencing and Meeting Room Support ITSM Tools (ServiceNow, Remedy, etc.)

Skill Requirements

Strong customer service and communication skills. Ability to work under pressure and manage multiple tickets. Excellent troubleshooting and analytical skills. Team collaboration and stakeholder management. Flexible to work in shifts and provide onsite support as required.

Other Requirements

 Desk Side Support
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 227,000 people 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. Consolidated revenues as of 12 months ending March 2026 totaled $14.7 billion.