Service Desk Analyst

HCLTech; Bengaluru; On-site; INR 300,000 - 480,000; Full time

Job summary

HCLTech in Bengaluru is seeking a capable L1 Technical Support professional to provide remote desktop assistance via phone, email, and chat. You will diagnose and resolve incidents, aiming for First Call Resolution within SLA, while maintaining low handling times and high CSAT scores.

Ideal candidates will have 1–2 years in a technical support role, strong English communication, and familiarity with Windows OS, MS Office, basic networking, and ServiceNow.

Qualifications

• 1–2 years of experience in a technical support or service desk environment.
• Excellent communication and interpersonal skills.
• Knowledge of Windows OS, MS Office, basic networking, and remote desktop tools.
• Familiarity with ticketing systems such as ServiceNow.
• Ability to work in rotational shifts and under pressure.
• Customer-oriented mindset with focus on service excellence.
• Fluency in English (spoken and written).
• Exposure to multilingual environments is a plus.

Responsibilities

• Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network issues.
• Diagnose and resolve incidents within agreed SLA timelines and ticket volume.
• Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (AHT).
• Adhere to quality standards including voice and accent clarity and monitoring protocols.
• Escalate unresolved issues to Level 2/3 following escalation procedures.
• Update and maintain accurate work logs and ticket documentation.
• Contribute to knowledge base updates and participate in self-development.
• Deliver a positive customer experience and drive high CSAT scores.

Skills

Fluency in English

Technical support

Communication skills

Customer service

Problem solving

Shift work

Tools

ServiceNow

Job description

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Skill Required: International Voice(English), Troubleshooting, Ticketing too

ls.
Key Responsibilit

• ies:
  Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network is
• sues.Diagnose and resolve incidents within agreed SLA timelines and ticket vol
• umes.Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (
• AHT).Adhere to quality standards including voice and accent clarity, and technical monitoring proto
• cols.Maintain high login efficiency and availability to support customer n
• eeds.Escalate unresolved issues to Level 2/3 support teams following defined escalation proced
• ures.Update and maintain accurate worklogs and ticket documenta
• tion.Contribute to knowledge base updates and participate in continuous self-develop
• ment.Ensure compliance with regulatory requirements and internal company policies.Deliver a positive customer experience and drive high Customer Satisfaction (CSAT) sc
• ores.Minimize rejected resolutions and reopened cases through thorough troubleshooting and communica

tion.
Required Skills & Qualifica

• tions:
  Fluency in English (spoken and written) is man
• datory.1–2 years of experience in a technical support or service desk envir
• onment.Strong knowledge of Windows OS, MS Office Suite, basic networking, and remote desktop
• tools.Familiarity with ticketing systems (Servi
• ceNow).Excellent communication and interpersonal
• skills.Ability to work in rotational shifts and under pr
• essure.Strong problem-solving and analytical th
• inking.Customer-oriented mindset with a focus on service exce

llence.
Preferred Qualifi

• fication.Experience supporting multilingual envi
• ronments.Exposure to shared services or global suppor