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 workplace.

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 su

📌 Analyst II (Hyderabad)
🏢 HCA Healthcare - India
📍 Hyderabad