The role focuses on incident management, request fulfillment, user support, and maintaining high customer satisfaction while adhering to service level agreements (SLAs).
Key Responsibilities
Respond to and resolve user incidents and service requests via phone, email, chat, or ticketing tools.
Troubleshoot hardware, software, operating system, network, and application-related issues.
Log, track, prioritize, and manage tickets through ITSM tools such as ServiceNow, Remedy, or Jira.
Escalate complex issues to appropriate support teams and follow up until resolution.
Support user account management activities, including password resets and access-related requests.
Skill Requirements
Other Requirements
📌 Campus-Beginner (Lucknow)
🏢 HCLTech
📍 Lucknow
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