It Service Desk Engineer

HCLTech; Chennai; On-site; INR 280,000 - 480,000; Full time

Job summary

HCL Technologies Limited in Chennai invites applications for a Voice Support Executive. The role requires handling international voice support, resolving incidents, and adhering to SLAs.

You will use ServiceNow and MS Office to document and manage tickets, work in a 24x7 shift, and participate in training and knowledge sharing. This position involves high-volume inbound calls, log analysis, and remote desktop assistance; you will collaborate with L1/L2 teams, maintain accurate logs, and follow

Qualifications

• Proven experience in voice-based international support within a service desk environment.
• Willingness to work in a call center setting and in a 24x7 shift model.
• Proficiency with ticketing tools, preferably ServiceNow.
• Strong troubleshooting skills for Outlook, VPN, Citrix and VDI related issues.
• Advanced knowledge of MS Office and Office 365 suite.

Responsibilities

• Handle escalated calls from the L1 support team and resolve incidents within SLAs.
• Manage a high volume of inbound user calls and document all activities in the Incident Management System.
• Respond to queries via phone, email, IM, and ticketing platforms and ensure timely follow-up.
• Assign tickets to appropriate teams and drive resolution while adhering to escalation protocols.
• Provide Level 1 remote desktop support and follow SOPs for issue resolution.
• Maintain accurate worklogs and contribute to knowledge sharing and training materials.

Skills

Voice support

Call center

ServiceNow

Outlook

VPN

Citrix

VDI

MS Office

Office 365

Ticketing tools

Tools

ServiceNow

MS Office

Office 365

Job description

Greetings from HCLTech!!!

Education Any Graduation

Shift: 24x7 Rotational Shifts, 5 Days work from Office.

Key Skills & Requirements:

• Proven experience in voice-based (International Voice Support) Service Desk support
• Willingness to work in a call support environment
• Proficiency in ticketing tools (preferably ServiceNow)
• Strong troubleshooting skills for Outlook, VPN, Citrix, and VDI-related issues
• Advanced knowledge of MS Office and Office 365 suite

Roles & Responsibilities:

• Efficiently manage escalated calls from the L1 support team
• Resolve incidents within defined SLAs for volume and turnaround time
• Handle a high volume of inbound user calls (approx. 90% of daily tasks)
• Document and manage incidents and service requests using the Incident Management System
• Respond to user queries via phone, email, instant messaging, and ticketing platforms
• Assign tickets to appropriate support teams and ensure timely follow-up until resolution
• Diagnoses and resolve technical issues through user interaction, log analysis, and research
• Provide Level 1 remote desktop support and execute tasks as per SOPs
• Perform user account management and escalated complex issues to specialized support teams
• Evaluate, analyze, and configure PC-based software applications (e.g., word processors, spreadsheets, email clients, etc.)
• Troubleshoot client-side software and basic network connectivity issues
• Prioritize and address customer complaints and technical problems effectively
• May assist in user/operator training or contribute to documentation of training procedures
• Adhere to quality standards (voice, accent, technical monitoring), regulatory guidelines, and company policies
• Drive customer satisfaction (CSAT) through effective resolution rates, minimal AHT, and reduced ticket reopening or rejections
• Maintain accurate worklogs and follow escalation protocols and compliance processes
• Manage support queues efficiently and work proactively toward ticket closure