IT Service Desk

HCL Technologies Limited; Dadri; Presencial; INR 300 000 - 420 000; Tempo integral

Resumo da oferta

HCL Technologies Limited invites applications for a proactive Service Desk IT Technical Support professional in Dadri, Uttar Pradesh. You will be the first point of contact for end-user issues, troubleshooting hardware and software, and ensuring IT services run smoothly.

Responsibilities include logging requests, prioritizing incidents, assisting with password resets, and maintaining knowledge base documentation to help users self-serve. Strong communication and teamwork are essential.

Qualificações

• Education: High school diploma, Associate’s degree, or relevant certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent).
• Experience: 1-2 years in a technical support or service desk role.
• Technical Skills: Familiarity with Windows, macOS, Linux; basic networking; Active Directory; email clients; remote desktop tools.
• ITSM tools: ServiceNow, Jira, or similar.

Responsabilidades

• Provide first-level IT support for hardware, software, network, and operating system issues.
• Log and prioritize service requests; respond via phone, email, or ticket system.
• Troubleshoot desktops, laptops, printers, and end-user devices.
• Assist with password resets and access issues.
• Log, categorize, and prioritize incidents based on severity and urgency.
• Escalate unresolved issues to second-line support.
• Document troubleshooting steps and solutions in the knowledge base.
• Provide end-users with self-help guides and FAQs.
• Monitor system performance and help apply updates and patches.

Conhecimentos

Windows

macOS

Linux

DNS

TCP/IP

VPN

Active Directory

Email clients

Remote desktop

ServiceNow

Jira

Formação académica

High school diploma

Associate’s degree

CompTIA A+

ITIL Foundation

Ferramentas

ServiceNow

Jira

Remote desktop tools

Descrição da oferta de emprego

Required Notice period- Immediate-30 days

Job Summary:

We are seeking a proactive and customer-focused Service Desk IT Technical Support professional to join our team. The successful candidate will be responsible for providing first-line technical support to end-users, troubleshooting and resolving hardware and software issues, and ensuring that IT systems and services run smoothly. You will be the first point of contact for technical support requests and will play a critical role in delivering excellent customer service.

Key Responsibilities:

• Technical Support:
• Provide first-level support for IT issues including hardware, software, network, and operating system problems.
• Respond to incoming service requests via phone, email, or ticketing system, logging them and prioritizing them appropriately.
• Troubleshoot and resolve technical issues related to desktops, laptops, printers, and other end-user devices.
• Assist with password resets, account lockouts, and other user access issues.
• Log, categorize, and prioritize incidents and service requests based on severity and urgency.
• Escalate unresolved issues to second-line support or other relevant teams.
• Track, monitor, and provide status updates on open service requests and incidents.
• Software & Hardware Installation and Configuration:
• Install, configure, and maintain software applications and hardware devices for users.
• Assist in setting up new users’ accounts and workstations.
• Knowledge Base & Documentation:
• Document troubleshooting steps, solutions, and procedures in the knowledge base for future reference.
• Provide end-users with self-help guides and FAQs to resolve common issues independently.
• Customer Service:
• Provide excellent customer service by maintaining a professional and courteous demeanor while interacting with end-users.
• Ensure issues are resolved within agreed-upon Service Level Agreements (SLAs).
• System Monitoring and Maintenance:
• Assist in monitoring system performance and help prevent potential issues by conducting routine maintenance tasks.
• Support software updates, patches, and system upgrades as directed by the IT team.

Required Qualifications:

• Education: High school diploma, Associate’s degree, or relevant certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent).
• Experience: Proven experience (1-2 years) in a technical support or service desk role.
• Technical Skills:
• Familiarity with common operating systems (Windows, macOS, Linux).
• Basic knowledge of networking concepts (DNS, TCP/IP, VPN, etc.).
• Experience with Active Directory, email clients, and remote desktop tools.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar).
• Basic understanding of hardware troubleshooting (PCs, laptops, printers).
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong time management and multitasking abilities.