Job Summary

Please confirm regarding the recent vending machine PR Will it be delivered to HCL location or Client location If it is Client location, please share the address

Key Responsibilities

First-Level Technical Support: Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle. Troubleshooting &

- Resolution: Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level. Incident &
- Request Management: Prioritize, document, track service requests and incidents using ITSM tools (ServiceNow) Escalation &
- Collaboration: Escalate complex issues to specialized teams (network, security, dev). User Account &
- Security Support: Manage Active Directory,



password resets, access permissions; assist with security procedures.

Knowledge

Base &

- Documentation: Maintain resolution notes, update internal KB, contribute to support documentation. User Training &
- Communication: Provide guidance, and status updates to end users.

Skill Requirements

Required Qualifications: Excellent customer service and troubleshooting skills Knowledge of ITSM tools, Active Directory, Windows/macOS

Must Have Skill

English,Microsoft Windows,ARABIC

Good to Have Skill

Other Requirements

📌 Analyst - English, Arabic, Microsoft Windows (Nagpur)
🏢 HCLTech
📍 Nagpur