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.Solid 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)
🏢 HCLTech
📍 Bengaluru
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