Service Desk Engineer

HCL Technologies Limited; Nagpur District, Lucknow; On-site; INR 300,000 - 420,000; Full time

Job summary

HCL Technologies Limited is seeking an L1 IT Helpdesk professional to provide first-line technical support to end users via phone, email, or chat in Nagpur, Maharashtra. You will diagnose hardware, software, and network issues, log incidents in ServiceNow/Remedy/Jira, and follow ITIL processes to ensure fast resolution and high customer satisfaction.

The role requires strong desktop troubleshooting, knowledge of Windows 10/11, MS Office 365, and good communication skills.

Qualifications

• Customer-facing IT support experience preferred.
• Ability to follow ITIL processes and documentation standards.
• Rotational shifts with weekend coverage may be required.

Responsibilities

• Provide first-level technical support (L1) to end users via phone, email, or chat.
• Diagnose and resolve hardware, software, and network issues.
• Log, track, and update incidents using ticketing tools (ServiceNow / Remedy / Jira).
• Troubleshoot Windows OS (Win 10/11), MS Office, VPN, printers, and email issues.
• Follow ITIL processes for incident, problem, and request management.
• Escalate unresolved issues to L2/L3 teams and ensure SLA compliance.

Skills

Desktop troubleshooting

Windows 10/11

MS Outlook

MS Teams

Office 365

Networking basics (IP, DNS, DHCP)

Remote support tools

Ticketing systems

Tools

ServiceNow

Remedy

Jira

Job description

Key Responsibilities

• Provide first-level technical support (L1) to end users via phone, email, or chat
• Diagnose and resolve hardware, software, and network issues
• Log, track, and update incidents using ticketing tools (ServiceNow / Remedy / Jira)
• Troubleshoot issues related to:
• Windows OS / basic Linux
• MS Office / O365
• VPN, printers, email issues
• Follow ITIL processes for incident, problem, and request management
• Escalate unresolved issues to L2/L3 teams
• Ensure SLA compliance and customer satisfaction
• Maintain documentation and knowledge base articles

Required Skills

• Strong understanding of desktop troubleshooting
• Good knowledge of:
• Windows OS (Win 10/11)
• MS Outlook, Teams, Office 365
• Basic networking concepts (IP, DNS, DHCP)
• Experience with remote support tools
• Familiarity with ticketing systems

Soft Skills

• Excellent communication skills (mandatory)
• Strong customer handling skills
• Ability to work in rotational shifts
• Problem-solving mindset

Good to Have

• ITIL certification (Foundation)
• Basic knowledge of Active Directory (user creation, password reset)
• Exposure to cloud tools (Azure/O365 Admin basics)