We are looking for a highly motivated Service Desk Analyst to provide first-level technical support to end users across global locations.

Key Responsibilities

- Serve as the first point of contact for IT-related issues.
- Handle customer interactions through phone, email, and chat.
- Log, categorize, prioritize, and resolve incidents and service requests.
- Troubleshoot issues related to:
- Windows Operating Systems
- Microsoft Office 365
- Outlook
- Active Directory
- VPN
- Printers
- Basic Network Connectivity

- Manage tickets using ServiceNow, Remedy, Jira, Zendesk, or similar tools.
- Ensure SLA compliance.
- Escalate unresolved issues to appropriate support teams.
- Maintain accurate documentation and ticket notes.
- Deliver excellent customer service experience.

Required Skills

Technical Skills

- Windows 10/11
- Office 365
- Outlook Troubleshooting
- Active Directory
- Password Reset
- VPN Support
- ServiceNow / Remedy
- Incident Management
- Remote Desktop Support

Soft Skills

- Excellent spoken English
- Neutral accent preferred
- Active listening
- Customer-centric approach
- Ability to explain technical issues clearly
- Solid interpersonal skills

📌 It Service Desk Engineer (Madurai)
🏢 HCLTech
📍 Madurai