HCLTech Hiring Administrator (Bengaluru) | Service Desk

HCL Technologies Limited; Bengaluru; On-site; INR 257,000 - 357,000; Full time

Job summary

HCL Technologies Limited in Bengaluru, India is seeking a Service Desk Analyst to handle inbound calls, follow scripts, and create tickets for every interaction. You will troubleshoot Windows and Mac systems and assist users across the globe.

The role requires clear communication, remote support, and the ability to prioritize issues. Service Desk experience is listed as a requirement, and you will resolve password resets and other account issues.

Qualifications

• Service Desk experience is required.
• Ability to follow scripts and defined processes.
• Good communication with users globally.

Responsibilities

• Handle inbound calls and create tickets for each interaction.
• Provide quick and effective IT support for Windows, Mac, and network issues.
• Resolve password resets and account lock/unlock requests.

Skills

Strong communication

Ticket creation

Remote support

Tools

Windows troubleshooting

Mac troubleshooting

Active Directory

Google Workspace

Job description

Job Summary

• Handle inbound calls, follow the call scripts and adhere to the defined process.
• Communicate well with users across the globe.
• Create tickets for every incoming call and work toward resolving them.
• Give quick and effective help with information technology systems.
• Listen carefully to customer questions and concerns and offer the best solutions.
• Handle basic software installation, break-fix and hardware issues remotely.
• Resolve hard stop issues such as password and multifactor resets, and account lock/unlock requests.
• Understand user concerns carefully and set or raise ticket priority based on impact.
• Use basic network and VPN knowledge.
• Apply detailed knowledge of Windows and Mac troubleshooting, Active Directory and Google Workspace.
• Follow up on daily incidents in a timely manner.

Key Responsibilities

Communicate well with users globally, create tickets for all incoming calls and work toward ticket resolution. Provide quick and effective assistance with information technology systems.

Skill Requirements

Strong communication skills for handling users globally, ticket creation for all incoming calls, and fast, effective support for information technology systems.

Other Requirements

Service Desk experience is listed as a requirement.