Job Summary

Service Desk L1 Support (English)

Key ResponsibilitiesIncident & Request Management

- Receive incidents and service requests via phone, email, chat, or ticketing tools.
- Log, categorize, and prioritize tickets accurately.
- Perform initial diagnosis and troubleshooting.
- Resolve first-level issues where possible.
- Update users on ticket status.
- Ensure all tickets meet SLA requirements.
- Follow up on pending tickets.
- Escalate unresolved issues to L2/L3 teams with complete documentation.
- Monitor assigned queues.
- Identify priority and VIP incidents.
- Escalate critical issues promptly.

User Support

- Password resets
- Account unlocks
- MFA issues
- Application Issues
- Basic Hardware / Network Troubleshooting
- Guiding users through Resolution Steps

Customer Service

- Deliver skilled and courteous support.
- Manage user expectations.
- Ensure high customer satisfaction (CSAT).

Skill Requirements

- Operating Systems
- Microsoft 365
- Active Directory
- ServiceNow
- Networking Basics

- Remote Support Tools
- Desktop/Laptop troubleshooting
- Printer support
- Peripheral device setup

Other Requirements

- 24 X 7 Global Support (Call, Chat, Email, Portal, etc.)

📌 Senior Analyst - English, Arabic, Microsoft Windows (India)
🏢 HCL Technologies
📍 India