Senior Administrator - English, Arabic, Microsoft Windows

HCL Technologies Limited; Madurai District; On-site; INR 900,000 - 1,250,000; Full time

Job summary

HCL Technologies Limited in Madurai, Tamil Nadu seeks an experienced Service Desk Lead to oversee day-to-day operations, manage L1/L2 support analysts, and ensure SLA adherence in a 24x7 environment.

You will drive incident lifecycle management, mentor staff, report KPIs, and collaborate with IT teams to continuously improve service delivery and customer satisfaction. ITIL knowledge and strong communication are required.

Qualifications

• Experience leading L1/L2 service desk teams.
• Proven SLA management and incident handling.
• Strong communication and stakeholder management.

Responsibilities

• Lead and manage the Level 1 (L1) Service Desk team.
• Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests.
• Monitor ticket queues and ensure SLA compliance.
• Manage shift schedules and resource allocation for 24x7 support environments.
• Act as the first escalation point for unresolved issues.
• Ensure proper incident lifecycle management according to ITIL standards.
• Coordinate major incident communications and escalations.
• Drive quick restoration of services by collaborating with L2/L3 support teams.
• Monitor recurring incidents and recommend preventive actions.
• Coach, mentor, and develop Service Desk analysts.
• Conduct performance reviews and provide continuous feedback.
• Ensure high customer satisfaction through effective service delivery.
• Handle escalated customer concerns professionally.
• Track KPIs and service desk metrics.
• Prepare daily, weekly, and monthly operational reports.
• Analyse trends related to incidents, requests, and user satisfaction.
• Support audits and compliance requirements.
• Identify opportunities for automation and service improvements.
• Maintain and improve knowledge base articles.
• Implement corrective and preventive actions based on trend analysis.

Skills

ServiceNow

Incident Mgmt

Problem Mgmt

Change Mgmt

ITIL Foundation

Team Management

Coaching

Workforce Planning

Scheduling

Escalation Mgmt

Root Cause Analysis

Service Monitoring

Reporting & Dashboards

Stakeholder Management

Executive Reporting

Documentation Skills

Decision Making

Problem Solving

Conflict Resolution

Tools

SCCM

Intune

BeyondTrust

AnyDesk

Teams

Job description

Madurai, Tamil Nadu

Job Summary

Service Desk L1 / L2 / Lead

Key Responsibilities

responsible for overseeing day-to-day service desk operations, ensuring SLA adherence, managing L1 support analysts, driving customer satisfaction, handling escalations, and continuously improving service delivery processes while serving as the primary bridge between end users and higher-level support teams.

• Lead and manage the Level 1 (L1) Service Desk team.
• Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests.
• Monitor ticket queues and ensure SLA compliance.
• Manage shift schedules and resource allocation for 24x7 support environments.
• Act as the first escalation point for unresolved issues.
• Ensure proper incident lifecycle management according to ITIL standards.
• Coordinate major incident communications and escalations.
• Drive quick restoration of services by collaborating with L2/L3 support teams.
• Monitor recurring incidents and recommend preventive actions.
• Coach, mentor, and develop Service Desk analysts.
• Conduct performance reviews and provide continuous feedback.
• Ensure high customer satisfaction through effective service delivery.
• Handle escalated customer concerns professionally.
• Track KPIs and service desk metrics.
• Prepare daily, weekly, and monthly operational reports.
• Analyse trends related to incidents, requests, and user satisfaction.
• Support audits and compliance requirements.
• Identify opportunities for automation and service improvements.
• Maintain and improve knowledge base articles.
• Implement corrective and preventive actions based on trend analysis.

Skill Requirements

• ServiceNow
• Incident, Request, Problem, and Change Management.
• Microsoft 365 / Office 365 administration.
• Windows Desktop and Laptop Troubleshooting.
• Basic Networking (TCP/IP, DNS, DHCP, VPN).
• Remote Support Tools (Teams, BeyondTrust, AnyDesk, SCCM, Intune).
• ITIL Foundation certification preferred.
• Incident and Major Incident Management.
• Team management and coaching.
• Workforce planning and scheduling.
• Escalation management.
• Decision-making and problem-solving.
• Conflict resolution.
• Root Cause Analysis (RCA).
• Service performance monitoring.
• Reporting and dashboard analysis.
• Customer handling and stakeholder management.
• Executive-level reporting capability.
• Good presentation and documentation skills.

Other Requirements

Excellent Communication and Presentation skills Escalation management skills

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.

Provider

Description

Enabled

SAP as service provider

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data center
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor

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