Service Desk

Key Responsibilities:

- Ensure high login efficiency and availability to support customer needs.
- Handle and resolve tickets within defined SLAs for volume and turnaround time.
- Manage inbound calls, which constitute approximately 90% of daily tasks.
- Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies.
- Respond to user queries via phone, email, instant messaging, and ticketing systems.
- Assign incidents/work orders to relevant support teams and follow through to closure.

Required Qualifications:

- Proficient with ticketing tools (preferably ServiceNow).
- Working knowledge of Active Directory and RSA Token.
- Experience in troubleshooting VPN, Citrix, and VDI-related issues.
- Basic proficiency in MS Office applications.
- Excellent communication and interpersonal skills.
- Ability to work in a quick-paced environment with multiple priorities.





Technical Skills & Experience:

- Proficient in MS Office applications (Word, Excel, PowerPoint, Outlook).
- Experience with ticketing tools (ServiceNow, JIRA, etc.).
- Working knowledge of Active Directory, RSA Token, and VPN/Citrix/VDI.
- Experience in troubleshooting and resolving technical issues.
- Basic knowledge of network protocols and operating systems.
- Ability to learn and adapt to new technologies and systems.

Preferred Qualifications:

- Experience in a Service Desk or similar role.
- Proficient with ServiceNow or other ticketing tools.
- Working knowledge of Active Directory and RSA Token.
- Experience in troubleshooting VPN, Citrix, and VDI-related issues.
- Basic proficiency in MS Office applications.

📌 Service Desk (Chennai)
🏢 HCL INDIA
📍 Chennai