Role: Service Desk

Location: Chenna

i

Experience: 1 to 5 Yea

rs

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

ls.

Key Responsibilit
- ies:

Pro
vide Level 1 remote desktop su
pport via phone, email, and chat for hardware, software, and network is
- sues.Diagnose and resolve incidents within ag
reed SLA time
lines and ticket vol
- umes.En
sure First Call Resolution
(FCR) and maintain a
low Average Handling Time
(
- AHT).Adher
e to quality stan
dards including voice and accent clarity, and technical monitoring proto
- cols.Maintain
high login efficiency and availab
ility to support customer n
- eeds.Escalate unresolved issue
s to Level 2/3 support
teams following defined escalation proced
- ures.Update and maintain accu
rate wor
klogs and ticket documenta
- tion.Contribut
e to knowledge base up
dates and participate in continuous self-develop
- ment.Ensure compliance
with regulatory require
ments and inte
rnal company pol
i
- cies.Deliv
er a positive customer exper
ience and drive
high Customer Satisfaction (




CSAT) sc
- ores.Mini
mize rejected resolu
tions
and reopened
cases through thorough troubleshooting and communica

tion.

Required Skills & Qualifica
- tions:

Flue
ncy in
English (spoken and written) is man
- datory.1–2 years of experienc
e in a technical support or servi
ce desk envir
- onment.Strong knowle
dge of Win
do
ws OS, MS Offic
e Suite,
basic net
workin
g, and remote deskto
p
- tools.Familiarit
y with ticketing
systems (Servi
- ceNow).Exc
ellent communication and interpersonal
- skills.Ability to w
ork in rotational
shifts and under pr
- essure.
Robust problem-
solvi
ng and analytical t
h
- inking.Customer-oriented mindset with a fo
cus on service exc
e

llence.

Preferred Qualifi
- cations:

ITIL Foundation certi
- fication.Experience su
pporting multilingual env
i
- ronments.Exp
osure to shared
ser
vices or global suppo
r

t models.

📌 Service Desk Specialist (Chennai)
🏢 HCLTech
📍 Chennai