SME - Desk Side Services, AMT Asset Management Software

Experience: Not Available to Not Available years

Location: Noida, India

Skills: Chat-based IT Service Desk support, ITIL-aligned Incident Management, ITIL-aligned Request Management, ITIL-aligned Problem Management, ServiceNow, SLA management, KPI management, Windows OS, O365, VPN, VDI, Citrix, IAM basics

Job Summary
Lead Service Desk support chats

Key Responsibilities
• Own day‑to‑day chat queue performance (ASA, AHT, concurrency, SLA, abandonment).
• Ensure real‑time queue monitoring and proactive load balancing during volume spikes.
• Act as Level‑1/Level‑2 escalation point for complex or sensitive chat interactions.
• Ensure accurate ticket logging, categorization, prioritization, and assignment in ServiceNow.
• Drive First Contact Resolution (FCR)



and reduction in re‑contacts.

Skill Requirements
• Robust experience in Chat‑based IT Service Desk support
• ITIL‑aligned Incident, Request, and Problem Management
• Hands‑on experience with ServiceNow (or equivalent ITSM tool)
• SLA/KPI management (ASA, AHT, CSAT, FCR, concurrency)
• Excellent written communication and customer handling skills

Other Requirements
• Experience supporting global / BFSI / enterprise clients
• Exposure to Virtual Agent / Chatbot operations
• Knowledge of Windows OS, O365, VPN, VDI, Citrix, IAM basics
• Experience handling audits and client governance reviews

📌 SME Desk Side Services, AMT Asset Management Software (Noida)
🏢 HCL Technologies
📍 Noida