Service desk

HCLTech – Virtual Weekend Drive | 24th January (Saturday)

Location:

Noida

Experience:

1–6 Years

Role:
Service Desk

Key Skills & Requirements

- Proven experience in International and Domestic Voice-Based Service Desk Support
- Comfortable working in a 24/7 call support environment
- Hands-on experience with ticketing tools (preferably Service Now)
- Strong troubleshooting skills for:
- Outlook
- VPN
- Citrix
- VDI
- Advanced knowledge of MS Office & Office 365
- Excellent communication, problem-solving, and customer-handling skills

Roles & Responsibilities

- Handle escalated calls from the L1 support team
- Resolve incidents within defined SLAs for volume and turnaround time
- Manage a high volume of inbound user calls (approx. 90% of daily tasks)
- Document and handle incidents/service requests via Incident Management System
- Respond to users via phone, email, IM, and ticketing tools
- Assign tickets to respective support teams and ensure timely follow-up
- Diagnose and resolve issues through:
- User interaction
- Log analysis
- Research
- Provide Level 1 remote desktop support as per SOPs
- Perform User Account Management and escalate complex issues appropriately
- Analyze, evaluate, and configure PC-based software applications
- Troubleshoot client-side software and basic network connectivity issues
- Prioritize and address customer complaints effectively
- Assist in user training or documentation of training procedures if required
- Adhere to:
- Quality standards (voice, accent, technical monitoring)
- Regulatory guidelines
- Company policies
- Drive high CSAT through:
- Effective resolutions
- Low AHT
- Minimal ticket reopen/rejection
- Maintain accurate worklogs and follow escalation processes
- Manage support queues efficiently and work proactively toward ticket closure