Key Responsibilities

- Provide Level 1 remote desktop support through phone, email, and chat.
- Diagnose and resolve hardware, software, and network-related issues within defined SLAs.
- Handle service desk tickets and ensure timely and accurate resolution.
- Maintain quality standards related to technical support, communication, and process compliance.
- Drive First Call Resolution (FCR) while maintaining required Average Handling Time (AHT).
- Minimize rejected resolutions, reopened tickets, and repeat incidents.
- Maintain high login efficiency and availability.
- Update ticket worklogs, resolution details, and case documentation accurately.
- Follow defined shift and escalation processes.
- Escalate complex or unresolved issues to L2/L3 support teams or technical specialists.




- Contribute to knowledge base updates and other value-added activities.
- Continuously develop technical and process knowledge.

Mandatory Skills

- Service Desk
- Level 1 IT Support
- Remote Desktop Support
- Hardware and Software Troubleshooting
- Basic Network Troubleshooting
- Ticket Management
- SLA Management
- Customer Support
- Incident Resolution
- Positive verbal and written communication

Skills: Hardware Troubleshooting, Network Troubleshooting, Software Troubleshooting, Remote Desktop Support, Desktop Support, Service Desk, Technical Support

Experience: 2.00-5.00 Years

📌 Senior Analyst – Service Desk (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru