Sr Analyst
United States
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Job Description
Sr Analyst
New York, New York

Job Summary

Job Description:

Field Support Operations (FSO) – Onsite Deskside Support

Job Title

Field Support Operations (FSO) – Onsite Deskside Support Engineer

Function

End User Services (EUS) | Field Services Operations

Location

Singapore and Other GIC Global Office Locations

Shift Requirement

Singa24x7 Operations Support (Rotational Shifts & Rotational Weekly Offs)

Role Summary

HCLTech will provide Onsite Deskside Support as the physical hands-and-feet support layer for GIC's end users across all global office locations. The Field Support Operations (FSO) acts as the onsite extension of the Service Desk, responsible for resolving incidents and service requests requiring physical intervention, managing endpoint devices throughout their lifecycle, supporting collaboration technologies, AV/VC environments, executive users (VIP Support), technology bars, and proactive endpoint maintenance activities.

The FSO will operate within GIC's technology ecosystem with a strong focus on digital workplace experience, proactive device intelligence, asset lifecycle governance, and field dispatch activities enabled through Nexthink Digital Employee Experience (DEX) analytics.

In addition, the FSO will provide hands-and-feet support for Infrastructure Technology Towers including Network, Server, Storage, Security, and Cloud Operations whenever onsite assistance is required at office locations, communication rooms, or server rooms.

Key Responsibilities

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Skill Requirements

Technical Skills & Competencies

Operating Systems

  • Windows 10 & Windows 11
  • Virtual Desktop Infrastructure (VDI)
  • Thin Client Technologies

Microsoft Technologies

  • Microsoft 365
  • Outlook
  • Teams
  • OneDrive
  • Active Directory
  • Office Applications

End User Computing

  • Desktop and Laptop Support
  • Remote Support Tools (RDP, Bomgar, BeyondTrust, etc.)
  • Endpoint Management
  • EUC Device Lifecycle Management

Networking Fundamentals

  • LAN/WAN
  • TCP/IP
  • Wi-Fi Troubleshooting
  • VPN Technologies

Mobility Technologies

  • iOS Devices
  • Android Devices
  • Mobile Device Management (MDM)

Monitoring & Analytics

  • Nexthink DEX
  • Endpoint Monitoring Tools
  • IT Infrastructure Alert Monitoring

ITSM & Asset Management

  • ServiceNow or equivalent ITSM platforms
  • CMDB Management
  • Asset Lifecycle Management
  • Helpdesk Administration

AV/VC Technologies

  • Microsoft Teams Rooms
  • Video Conferencing Systems
  • Unified Collaboration Platforms

Telephony

  • Avaya
  • SIP/VoIP
  • Conference Telephony Systems

Other Requirements

Ticket Quality Expectations

The FSO must maintain exemplary ticket quality through:

  • Accurate categorization and prioritization
  • Complete troubleshooting documentation
  • Timely user communication and updates
  • Detailed resolution and closure notes
  • Proper asset and CI association
  • SLA adherence
  • User confirmation prior to closure
  • Compliance with Incident, Request, Problem, and Change Management processes
  • High First-Time Fix Rate (FTFR)
  • Reduction in ticket reopens and repeat incidents

Experience & Qualifications

Education

  • Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.

Experience

  • 3–8 years of Deskside Support / EUC Support experience.
  • Experience supporting large global enterprise environments.
  • Experience working in 24x7 support models.
  • Experience supporting executive and VVIP users.
  • Experience with ITSM platforms, CMDB, Asset Management, Mobility, and AV/VC solutions.
  • Experience providing Smart Hands / Hands-and-Feet support for Infrastructure Tower teams is highly desirable.

Behavioural Competencies

  • Strong Customer Service Orientation
  • Excellent Verbal & Written Communication
  • Ownership & Accountability
  • Problem Solving & Analytical Thinking
  • Stakeholder Management
Maximum Salary (US): 
Minimum Salary (US): 
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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 223,000 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 June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.