Service Desk Engineer

HCLTech; NTR; On-site; INR 350,000 - 520,000; Full time

Job summary

HCLTech in India is seeking a motivated Service Desk Analyst to provide first-level technical support to end users across global locations. You will be the first point of contact for IT issues, handling phone, email and chat interactions and logging and prioritizing incidents.

Key responsibilities include troubleshooting Windows 10/11, Office 365, Outlook, Active Directory and VPN, managing tickets in ServiceNow, Remedy, Jira or Zendesk, and ensuring SLA compliance while delivering outstanding

Qualifications

• Must be able to provide first-level IT support and communicate clearly.
• Experience handling multi-channel requests (phone, email, chat).
• Familiarity with incident logging and SLA practices.
• Knowledge of Windows 10/11, Office 365, Outlook, AD, VPN.
• Experience with ServiceNow or similar ticketing systems.

Responsibilities

• Serve as the first point of contact for IT-related issues.
• Handle customer interactions through phone, email, and chat.
• Log, categorize, prioritize, and resolve incidents and service requests.
• Troubleshoot issues related to Windows OS, Office 365, Outlook, AD, VPN, printers, and basic connectivity.
• Manage tickets using ServiceNow, Remedy, Jira, Zendesk, or similar tools.
• Ensure SLA compliance.
• Escalate unresolved issues and maintain ticket notes.
• Deliver excellent customer service experience.

Skills

Excellent spoken English

Neutral accent

Active listening

Customer-centric approach

Clear communication of technicalissues

Strong interpersonal skills

Tools

ServiceNow

Remedy

Jira

Zendesk

Remote Desktop

Job description

We are looking for a highly motivated Service Desk Analyst to provide first-level technical support to end users across global locations.

Must Have - Excellent spoken English skills

Key Responsibilities

• Serve as the first point of contact for IT-related issues.
• Handle customer interactions through phone, email, and chat.
• Log, categorize, prioritize, and resolve incidents and service requests.
• Troubleshoot issues related to:
• Windows Operating Systems
• Microsoft Office 365
• Outlook
• Active Directory
• VPN
• Printers
• Basic Network Connectivity
• Manage tickets using ServiceNow, Remedy, Jira, Zendesk, or similar tools.
• Ensure SLA compliance.
• Escalate unresolved issues to appropriate support teams.
• Maintain accurate documentation and ticket notes.
• Deliver excellent customer service experience.

Required Skills

Technical Skills

• Windows 10/11
• Office 365
• Outlook Troubleshooting
• Active Directory
• Password Reset
• VPN Support
• ServiceNow / Remedy
• Incident Management
• Remote Desktop Support

Soft Skills

• Excellent spoken English
• Neutral accent preferred
• Active listening
• Customer-centric approach
• Ability to explain technical issues clearly
• Strong interpersonal skills