We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000 people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

At HCLTech Australia, we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.

Are you ready to be an important part of this ever-transformational journey?

Location: Melbourne

We are seeking a technically strong and customer-focused Remote Desktop Analyst to provide L1.5 and L2 remote IT support across a retail technology environment. The role is responsible for troubleshooting and resolving desktop, endpoint, application, access, network connectivity and store device issues using remote support tools, ITSM workflows, knowledge articles and standard operating procedures. The analyst will support store team members, distribution centres, corporate users and third-party teams, with a strong focus on reducing downtime, improving first-time resolution and restoring services that impact store trading and operational continuity.

Retail support focus: This role requires practical awareness of how technology incidents affect Supermarkets, checkout availability, stock movement, fulfilment, customer experience and peak trading operations. The analyst must be able to triage quickly, troubleshoot remotely and escalate with strong technical notes when field or specialist support is required.

Remote Desktop and Endpoint Support

- Provide remote technical support for Windows 10/11 desktops, laptops, thin clients, VDI/Citrix sessions, Microsoft 365 applications, endpoint peripherals and enterprise applications.
- Use approved remote control tools to diagnose and resolve user issues, ensuring permission, privacy and security requirements are followed.
- Troubleshoot operating system, profile, login, performance, application launch, printer mapping, drive mapping, browser, Teams, Outlook and OneDrive issues.
- Perform basic endpoint remediation activities such as restarting services, clearing cache, validating device status, checking connectivity, reviewing error messages and applying documented fixes.
- Support incident resolution across both corporate and store environments, including remote users, shared store devices, back-office PCs and point-of-service support scenarios.

L1.5 / L2 Technical Troubleshooting and Resolution

- Handle escalated incidents from the Service Desk where L1 troubleshooting has not resolved the issue or where advanced remote diagnosis is required.
- Perform Active Directory and Azure AD support activities including password resets, account unlocks, access checks, group membership validation, MFA checks and basic user object validation.
- Troubleshoot Microsoft 365 issues across Outlook, Teams, OneDrive, SharePoint and Office applications, including sync, profile, mailbox, calendar and collaboration issues.
- Diagnose basic network and connectivity problems including VPN, Wi-Fi, DNS, DHCP, LAN connectivity, store network symptoms and remote access failures.
- Support device compliance,



endpoint health and software deployment checks using enterprise endpoint management tools where access is provided.
- Identify recurring technical issues, known errors and repeat incident patterns, then recommend knowledge updates or problem management inputs.

Retail Store Technology Support

- Support retail store users with technology issues impacting checkout, back-office operations, stock movement, inventory, reporting, fulfilment, store communications and customer service.
- Troubleshoot store devices such as POS terminals, back-office PCs, receipt printers, label printers, scanners, handheld devices, EFTPOS/payment peripherals, docking stations and shared workstations at a remote support level.
- Capture relevant incident data.
- Distinguish between isolated device/user issues, single-store incidents, multi-store incidents and wider technology impacts to support correct priority and escalation.
- Coordinate with field services, store infrastructure, network, application support, endpoint, telephony and vendor teams when remote resolution is not possible.
- Provide store-friendly guidance to users who may not be technically trained and may be working under pressure during peak trading periods. Incident, Request and Queue Management
- Record, update and manage tickets in the ITSM tool such as ServiceNow or Jira with accurate categorisation, priority, assignment group, troubleshooting notes and resolution details.
- Own assigned tickets through to resolution or appropriate escalation, ensuring users receive timely updates in line with SLA and operational procedures.
- Escalate incidents with a complete warm handoff, including business impact, technical observations, actions already completed, logs or screenshot references, and next recommended actions.
- Monitor queues for aged incidents, breached or at-risk SLAs, incorrectly assigned tickets, missing information and repeated call drivers.
- Support major incident awareness by promptly flagging patterns, multiple affected supermarkets, repeated endpoint alerts or repeated symptoms across locations.

Documentation, Knowledge and Continuous Improvement

- Use knowledge articles, SOPs, runbooks and resolver notes to perform consistent troubleshooting and maintain quality across shifts.
- Identify documentation gaps and contribute updates for recurring desktop, store, endpoint, access and application issues.
- Create clear ticket notes that enable seamless handover between Service Desk, Remote Desktop, field support and specialist resolver teams.
- Participate in shift handovers by highlighting priority retail-impacting issues, aged incidents, open escalations and known workarounds.
- Support service improvement initiatives focused on reducing repeat incidents, improving first-time resolution, improving ticket quality and increasing store user satisfaction.

Role Requirements

Education and Experience

- High school diploma or equivalent required; Bachelor's degree or Diploma in Computer Science, Information Technology or a related field preferred.
- 2 to 5 years of experience in desktop support, remote desktop support, endpoint support,



service desk escalation or enterprise IT support environments.
- Experience supporting retail supermarkets, branch operations, distribution centres, field teams or high-volume operational environments will be highly regarded.
- Experience working with ITIL-aligned incident, request, escalation, SLA, major incident and knowledge management practices is desirable.

Technical Skills

- Strong troubleshooting knowledge of Windows 10/11, user profiles, device performance, desktop applications, printers, scanners, peripherals and remote access tools.
- Working knowledge of Active Directory and Azure AD for user validation, password reset, account unlock, MFA support, group membership and access checks.
- Experience supporting Microsoft 365 including Outlook, Teams, OneDrive, SharePoint and Office desktop applications.
- Understanding of VDI/Citrix or similar virtual desktop environments, including login, session, profile, drive mapping and application access troubleshooting.
- Basic understanding of endpoint management concepts such as software deployment, device compliance, patching, antivirus/endpoint protection and asset validation.
- Sound understanding of basic networking including TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity and store network troubleshooting.
- Familiarity with ITSM tools such as ServiceNow, Jira or similar platforms, and ability to maintain high-quality technical notes.
- Knowledge of retail endpoint technology such as POS-adjacent devices, back-office PCs, receipt printers, scanners, handhelds and shared store workstations is preferred.

Why Us

We are one of the fastest-growing large tech companies in the world, with offices in 50 countries across the globe and 219,000 employees.

- Our company is extremely diverse with 165 nationalities represented.
- We offer the prospect to work with colleagues across the globe.
- We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.
- We offer comprehensive benefits for all employees.
- We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

Candidate Data Privacy Notice | HCL Technologies

We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data.

By replying to this email or submitting any personal data to HCLTech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as described in the privacy notice”.

📌 Remote Desktop Analyst.5 /Support (Melbourne)
🏢 HCLTech - Australia and New Zealand
📍 Melbourne