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 workplace 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 current 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