Job Summary

Position: Service Desk - English - Lead/L2

Key Responsibilities

- 24/7 project support
- Lead a team and manage escalations
- Attending to desktop hardware and software related issues
- OS and software installation and troubleshooting
- Attending daily support desktop complaints/tickets and ensuring timely closure of the reported tickets
- Software installation, configuration, and troubleshooting for end users
- Manage project-related activities including task scheduling, risk, and issues
- Work with other technical teams to ensure effective coordination
- Use the incident management system to document and their respective resolution
- Respond to telephone calls, emails, and assigned tickets from users
- Improve and maintain customer and employee satisfaction
- Monitor and maintain SLA requirements

Skill Requirements

- Service Desk L2 experience
- English communication
- ITIL process

Other Requirements

- Problem-solving and client interaction skills

📌 Analyst (Support & Operations) (India)
🏢 HCL Technologies
📍 India