Hiring: Service Desk Engineer L2 | HMCL

Company: HMCL

Position: Service Desk Engineer – L2

Experience: 1 to 2+ Years

Location: Udyog Vihar, Gurgaon

Salary: 25,000 CTC per month

Working: 6 Days | Rotational Shifts | 9 Hours

Notice Period: Up to 20 Days

Job Responsibilities

- Monitor the Service Desk tool for open, pending, and escalated tickets.
- Receive and log incidents, service requests, and user queries through phone, email, and web portals.
- Categorize and prioritize tickets based on category, severity, priority, and user information.
- Assign incidents to the appropriate technical support teams.
- Provide L1/L1.5 support and achieve first-call resolution wherever possible.
- Troubleshoot end-user hardware, software, operating system, network, and application-related issues.
- Track, update, and close tickets within defined SLA timelines.
- Coordinate with technical teams and vendors for timely issue resolution.
- Handle escalations related to delays, SLA breaches, and vendor issues.
- Provide regular incident status updates to users and stakeholders.
- Escalate unresolved issues to the appropriate L2, In office, or Application Support teams.
- Notify HMCL SPOCs regarding major incidents, system failures, and emergencies.




- Monitor problem tickets and ensure timely follow-up and closure.
- Maintain and update SOPs, Knowledge Base Articles, and Error Databases.
- Document troubleshooting steps, problem analysis, and resolutions accurately in the ticketing system.
- Contribute to continuous improvement of Service Desk processes and overall IT service delivery.

Required Skills
- Good knowledge of Service Desk / IT Helpdesk operations.
- Hands-on experience in incident and service request management.
- Knowledge of SLA, priority, escalation, and ticket management.
- Good troubleshooting skills for Windows, hardware, software, and basic network issues.
- Good communication and user-handling skills.
- Ability to work in rotational shifts and a 6-day working environment.
- ITIL knowledge/certification will be an added advantage.

Interested Candidates Candidates matching the above requirements can share their updated CV through:

WhatsApp: (phone hidden)

Email: [email protected]

Please mention “Service Desk Engineer – L2” while sharing your CV.

Immediate joiners / candidates with notice period up to 20 days are preferred.

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