Madurai, Tamil Nadu
Job Summary

Job Description : The Service Desk Lead (L1) is responsible for overseeing day-to-day service desk operations, ensuring SLA adherence, managing L1 support analysts, driving customer satisfaction, handling escalations, and continuously improving service delivery processes while serving as the primary bridge between end users and higher-level support teams.

Demand Unit : Senior Administrator - English, Arabic, Microsoft Windows

Key Responsibilities

Job Responsibilities : • Lead and manage the Level 1 (L1) Service Desk team. • Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests. • Monitor ticket queues and ensure SLA compliance. • Manage shift schedules and resource allocation for 24x7 support environments. • Act as the first escalation point for unresolved issues. • Ensure proper incident lifecycle management according to ITIL standards. • Coordinate major incident communications and escalations. • Drive quick restoration of services by collaborating with L2/L3 support teams. • Monitor recurring incidents and recommend preventive actions. • Coach, mentor, and develop Service Desk analysts. • Conduct performance reviews and provide continuous feedback. • Ensure high customer satisfaction through effective service delivery. • Handle escalated customer concerns professionally. • Track KPIs and service desk metrics. • Prepare daily, weekly, and monthly operational reports.



• Analyze trends related to incidents, requests, and user satisfaction. • Support audits and compliance requirements. • Identify opportunities for automation and service improvements. • Maintain and improve knowledge base articles. • Implement corrective and preventive actions based on trend analysis.

Skill Requirements

Skill Requirement : • ServiceNow • Incident, Request, Problem, and Change Management. • Microsoft 365 / Office 365 administration. • Windows Desktop and Laptop Troubleshooting. • Basic Networking (TCP/IP, DNS, DHCP, VPN). • Remote Support Tools (Teams, BeyondTrust, AnyDesk, SCCM, Intune). • ITIL Foundation certification preferred. • Incident and Major Incident Management. • Team management and coaching. • Workforce planning and scheduling. • Escalation management. • Decision-making and problem-solving. • Conflict resolution. • Root Cause Analysis (RCA). • Service performance monitoring. • Reporting and dashboard analysis. • Customer handling and stakeholder management. • Executive-level reporting capability. • Valuable presentation and documentation skills.

Other Requirements
Other Requirement : 24 X 7 Global Support

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📌 Senior Administrator - English, Arabic, Microsoft Windows (Madurai)
🏢 HCLTech
📍 Madurai