General Position Information

Reports Directly To (Title)

Assistant Manager - Customer Support Operations (CSO)

Matrix Reports To (Title)

As applicable based on functional alignment

Position Summary

We are seeking an experienced IT Service Desk Agent with 4+ years of hands-on IT support experience to provide Level 1/Level 2 technical support through chat and self-service ticket channels. The ideal candidate has excellent communication skills, a logical approach to troubleshooting, and a strong customer service mindset. This role requires the ability to efficiently resolve a wide range of end-user IT issues while working in a fast-paced, 24/7 support setting.

Responsibilities

Customer Support &

- Communication

- Deliver professional, customer-focused support and communicate technical instructions clearly to both technical and non-technical users.
- Assess and triage support requests based on user role, department, business impact, urgency, and established support priorities.
- Adapt communication and troubleshooting approach based on the user’s technical proficiency and business needs.
- Maintain ownership of the customer experience through clear updates, expectation setting, and timely follow-up.

Technical Support &

- Troubleshooting

- Provide technical support through chat, self-service, and remote support channels, with a strong focus on first-contact resolution.
- Diagnose and resolve end-user hardware, software, access, and connectivity issues across Windows laptops, desktops, peripherals, and mobile devices.
- Use available administrative and support tools to validate account status, access rights, group membership, permissions, licensing, and authentication issues.
- Troubleshoot issues related to Citrix, VPN, printers, Microsoft Windows and Office, network connectivity, password resets, account access, and remote support tools.

Incident &

- Request Management

- Manage incidents and service requests in accordance with defined SLAs, priorities, and support procedures.
- Take ownership of assigned tickets through resolution, ensuring timely follow-up and clear communication with users.
- Escalate complex or unresolved issues to appropriate support teams with complete troubleshooting details and documentation.

User &

- Device Administration





- Perform user account administration and access-related activities in Active Directory.
- Support Microsoft Exchange and Microsoft 365 user administration and troubleshooting.
- Support and troubleshoot Mobile Device Management (MDM) solutions and managed mobile devices.

Service Quality &

- Knowledge Management

- Maintain clear, accurate, and complete ticket documentation, including issue details, troubleshooting performed, findings, actions taken, and resolution steps.
- Create and update knowledge base articles and support documentation to improve resolution consistency and self-service capabilities.
- Identify recurring issues and knowledge gaps and contribute to continuous improvement of Service Desk processes and support practices.

Education &

- Experience

- Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent combination of education and relevant experience may be considered.
- 3–5 years of experience in Service Desk, Help Desk, Desktop Support, or end-user technical support.
- Hands-on experience supporting Windows environments, Microsoft 365, Active Directory, Citrix, VPN, mobile devices, and common end-user applications.
- Experience managing incidents and service requests within an ITSM/ticketing environment and working to defined SLA targets.
- Experience supporting user access, account administration, permissions, and authentication-related issues.
- Experience supporting global customers and working with users across different regions, cultures, and time zones.
- Strong verbal and written communication skills, with the ability to explain technical information clearly to both technical and non-technical users.
- Experience supporting users in a fast-paced, customer-focused, enterprise environment.

Must Have Skills

- 5+ years of experience in IT Service Desk, Help Desk, Desktop Support,



or End User Support.
- Strong hands-on experience supporting Windows laptops/desktops, Citrix, VPN, printers, Active Directory, Microsoft Exchange/Microsoft 365, and Mobile Device Management (MDM).
- Experience with ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.
- Strong troubleshooting skills across hardware, software, connectivity, user access, permissions, and authentication issues.
- Experience supporting global customers in a fast-paced enterprise support environment.
- Excellent verbal and written English communication skills, including the ability to provide clear technical guidance to non-technical users.
- Must be willing and able to work in a 24/7 operations environment, including rotating shifts, weekends, public holidays, and overnight support based on business requirements.

Nice To Have Skills

- Prior experience in healthcare, global capability center operations, shared services, or a highly regulated environment.

Licenses, Certifications &

- Training

- ITIL Foundation certification or formal training in IT Service Management preferred.
- Microsoft, ServiceNow, or other relevant technical certifications are an advantage.
- Relevant training or certification in desktop support, Microsoft 365, Active Directory, or end-user technologies is preferred.

Knowledge, Skills, Abilities, Behaviors

- Strong knowledge of Service Desk operations, ITSM processes, SLA management, and customer support practices.
- Logical and structured approach to troubleshooting, problem-solving, and issue resolution.
- Strong customer service orientation with a focus on ownership, responsiveness, and first-contact resolution.
- Ability to assess and prioritize incidents based on urgency, business impact, user role, and established support priorities.
- Strong documentation and organizational skills with attention to detail and accuracy.
- Ability to manage multiple priorities independently while collaborating effectively with global teams and stakeholders.
- Adaptable, proactive, and comfortable working in a fast-paced environment with changing priorities.
- Demonstrates accountability, professionalism, reliability, and a continuous improvement mindset.

📌 Analyst II - Customer Support Operations(CSO) (Hyderabad)
🏢 HCA Healthcare - India
📍 Hyderabad