Service Desk Agent

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

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Candidate should be authorised to work in Finland.

Role Definition

The L1 Service Desk Analyst is responsible for providing first-line IT support to end users by handling incidents and service requests through multiple channels. The role focuses on accurate ticket handling, basic troubleshooting, effective communication, and timely escalation while strictly adhering to defined processes, SLAs, and scope boundaries. This is an entry-level position designed to build strong fundamentals in IT service management.

Core Responsibilities:

• Handle Incidents and Service Requests via phone/email/chat using ServiceNow.
• Log, categorize, prioritize, and document tickets accurately.
• Perform L1 diagnosis and resolution where permitted; escalate to resolver groups when

required

• Provide timely user updates and ensure proper ticket closure.
• Follow approved SOPs, runbooks, and KT playback guidance.
• Act as a coordinator/validator, not a system owner

Work Experience

2-4 years’ experience in Service Desk

Experience with ITSM tools preferred.

Communication / Soft Skills

Clear, professional English communication.

Ability to explain technical issues to non‑technical users.

Calm handling of priority issues and SLA‑driven work.

Comfortable working in a 24x7 global support model.

Other Skills

Strong attention to detail and compliance mindset.

Discipline to follow scope boundaries and escalate correctly.

Team‑oriented in a multi‑vendor environment.

• A supportive, diverse and global team with a brilliant culture.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
• To know more about us visit – www.hcltech.com
• For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.