Global Service Desk Agent — 24x7 IT Support & Growth

HCLTech; Espoo; On-site; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Total Wellbeing

Global team culture

Upskilling opportunities

Job summary

HCLTech is seeking a L1 Service Desk Analyst in Espoo to provide first-line IT support for end users. You will handle incidents and requests via multiple channels, log and categorize tickets, and escalate where needed in a 24x7 global support model.

The ideal candidate has 2–4 years in service desk roles, strong English communication, and experience with ITSM tools like ServiceNow. This is an entry-level position designed to build fundamentals in IT service management.

Qualifications

• 2–4 years of experience in Service Desk or IT support.
• Strong communication skills and the ability to explain technical issues to non-technical users.
• Familiarity with ITSM processes and ticketing tools.

Responsibilities

• Handle incidents and service requests via phone, email, or chat using ServiceNow.
• Log, categorize, prioritize, and document tickets accurately.
• Perform L1 diagnosis and resolution where possible; escalate to resolver groups when required.
• Provide timely user updates and ensure proper ticket closure.
• Follow approved SOPs and runbooks; act as coordinator/validator, not system owner.

Skills

English communication

Customer service

Problem solving

Time management

Tools

ServiceNow

Job description

HCLTech is seeking a L1 Service Desk Analyst in Espoo to provide first-line IT support for end users. You will handle incidents and requests via multiple channels, log and categorize tickets, and escalate where needed in a 24x7 global support model.

The ideal candidate has 2–4 years in service desk roles, strong English communication, and experience with ITSM tools like ServiceNow. This is an entry-level position designed to build fundamentals in IT service management.