Job Summary

Service desk

Key Responsibilities

Respond to help desk tickets via phone, email, chat, or in person. rnII. Diagnose and resolve hardware, software, and network issues. rnIII. Escalate unresolved issues to higher-level IT staff. rnIV. Assist with user account setup, password resets, and access permissions. rnV. Maintain and update documentation and knowledge base articles. rnVI. Track and manage support requests using ticketing systems. rnVII. Support deployment of new hardware/software and system upgrades. rnVIII. Provide training or guidance to junior staff or end users. rnIX. Ensure timely resolution and follow-up on open issues. rnX. Participating in IT process improvement initiatives
6. Ensure positive customer experience and high CSAT scores through first call resolution, clear communication, and proactive mitigation of security threats.

Skill Requirements

Service desk English

Must Have Skill





ARABIC,English,Microsoft Windows

Positive to Have Skill

Other Requirements

Resolve escalated issues related to hardware, software, network, and system performance. rnII. Handle incident escalations and ensure resolution within defined SLAs. rnIII. Work closely with Level I and Level III support teams, development, QA, and operations to streamline issue resolution. rnIV. Maintain detailed records of support activities, resolutions, and system configurations. rnV. Assist in deploying, configuring, and maintaining IT systems including desktops, laptops, printers, and peripherals. rnVI. Identify areas for improvement and implement innovative support solutions. rnVII. Provide technical support and ensure customer queries are resolved effectively. rn

📌 Senior Administrator - English, Arabic, Microsoft Windows (Lucknow)
🏢 HCLTech
📍 Lucknow