Role: Service Desk

Location: Bangalor e

Experience: 1 to 5 Yea rs

Skill Required: International Voice(English), Troubleshooting, Ticketing too ls.

Key Responsibilit

- ies

Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network is

- sues.Diagnose and resolve incidents within agreed SLA timelines and ticket vol
- umes.Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (
- AHT).Adhere to quality standards including voice and accent clarity, and technical monitoring proto
- cols.Maintain high login efficiency and availability to support customer n
- eeds.Escalate unresolved issues to Level 2/3 support teams following defined escalation proced
- ures.Update and maintain accurate worklogs and ticket documenta
- tion.Contribute to knowledge base updates and participate in continuous self-develop
- ment.Ensure compliance with regulatory requirements and internal company poli




- cies.Deliver a positive customer experience and drive high Customer Satisfaction (CSAT) sc
- ores.Minimize rejected resolutions and reopened cases through thorough troubleshooting and communica
tion.

Required Skills & Qualifica

- tions:

Fluency in English (spoken and written) is man

- datory.1–2 years of experience in a technical support or service desk envir
- onment.Strong knowledge of Windows OS, MS Office Suite, basic networking, and remote desktop
- tools.Familiarity with ticketing systems (Servi
- ceNow).Excellent communication and interpersonal
- skills.Ability to work in rotational shifts and under pr
- essure.Robust problem-solving and analytical th
- inking.Customer-oriented mindset with a focus on service exce

llence.

Preferred Qualifi

- cations

ITIL Foundation certi

- fication.Experience supporting multilingual envi
- ronments.Exposure to shared services or global suppor

t models.

📌 Service Desk Analyst (Bengaluru)
🏢 HCL TechBee
📍 Bengaluru