Campus-Trainee

HCL Technologies Limited; Dadri; On-site; INR 350,000 - 550,000; Full time

Job summary

HCLTech is seeking a proactive Service Desk Analyst to join our IT support team for chat. You will provide first-line technical support to end-users and help maintain high levels of customer satisfaction.

You will handle requests via phone, email and chat in English and German, log incidents in the ITSM tool, troubleshoot issues, escalate when needed, and contribute to knowledge base articles to improve support quality.

Qualifications

• Provide first-line technical support via phone, email, and chat in English and German.
• Log, track and resolve incidents using the ITSM tool.
• Escalate unresolved issues to appropriate support teams.
• Adhere to SLAs and quality standards.

Responsibilities

• Provide first-line technical support via phone, email, and chat.
• Troubleshoot hardware, software and network issues.
• Log and track incidents in the ITSM system.
• Escalate complex problems and coordinate with higher tiers.
• Document resolutions and contribute to knowledge base.

Skills

English

German

Tools

ITSM Tool

Job description

We are seeking a proactive and customer-focusedService Desk Analystfluent inEnglish CHATto join our IT support team for Chat. The ideal candidate will be responsible for providing first-level technical support to end-users, resolving IT issues, and ensuring high levels of customer satisfaction.

Key Responsibilities

Key Responsibilities:

• Provide first-line technical support via phone, email, and chat inEnglish and German.
• Log, track, and resolve incidents and service requests using the ITSM tool.
• Troubleshoot hardware, software, and network-related issues.
• Escalate unresolved issues to appropriate support teams.
• Ensure timely follow-up and resolution of user queries.
• Maintain documentation of issues and resolutions.
• Adhere to SLAs and quality standards.
• Contribute to knowledge base articles and FAQs.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 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. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.