It Service Desk Engineer

Greetings from HCLTech!!!

Education Any Graduation

Shift: 24x7 Rotational Shifts, 5 Days work from Office.

Key Skills & Requirements:

• Proven experience in voice-based (International Voice Support) Service Desk support
• Willingness to work in a call support environment
• Proficiency in ticketing tools (preferably ServiceNow)
• Strong troubleshooting skills for Outlook, VPN, Citrix, and VDI-related issues
• Advanced knowledge of MS Office and Office 365 suite

Roles & Responsibilities:

• Efficiently manage escalated calls from the L1 support team
• Resolve incidents within defined SLAs for volume and turnaround time
• Handle a high volume of inbound user calls (approx. 90% of daily tasks)
• Document and manage incidents and service requests using the Incident Management System
• Respond to user queries via phone, email, instant messaging, and ticketing platforms
• Assign tickets to appropriate support teams and ensure timely follow-up until resolution
• Diagnoses and resolve technical issues through user interaction, log analysis, and research
• Provide Level 1 remote desktop support and execute tasks as per SOPs
• Perform user account management and escalate complex issues to specialized support teams
• Evaluate, analyze, and configure PC-based software applications (e.g., word processors, spreadsheets, email clients, etc.)
• Troubleshoot client-side software and basic network connectivity issues
• Prioritize and address customer complaints and technical problems effectively
• May assist in user/operator training or contribute to documentation of training procedures
• Adhere to quality standards (voice, accent, technical monitoring), regulatory guidelines, and company policies
• Drive customer satisfaction (CSAT) through effective resolution rates, minimal AHT, and reduced ticket reopening or rejections
• Maintain accurate worklogs and follow escalation protocols and compliance processes
• Manage support queues efficiently and work proactively toward ticket closure