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 ServiceNow)
• 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