Service Desk Specialist

HCLTech; Dadri; On-site; INR 279,000 - 446,400; Full time

Job summary

A leading technology firm in Uttar Pradesh is seeking a qualified Service Desk professional. You will manage escalated calls, resolve complex issues, and provide user account management. Ideal candidates possess strong experience in international voice-based support and proficiency in ITSM tools such as ServiceNow. This role requires expertise in troubleshooting services like Outlook and O365, along with basic networking skills. Join us to ensure high-quality customer experiences and compliance with service guidelines.

Qualifications

• 1 to 5 years of experience in a Service Desk role.
• Proficiency in handling escalated calls and resolving complex issues.
• Experience with user account management and advanced troubleshooting.

Responsibilities

• Handle and resolve escalated calls from L1 support.
• Manage high volume of inbound calls, ensuring quality customer experience.
• Document incidents and service requests in Incident Management System.
• Ensure SLA compliance for volume and turnaround time.

Skills

International voice-based Service Desk support

ServiceNow or similar ITSM tools

Troubleshooting expertise in Outlook

VPN

Citrix

VDI

Advanced knowledge of MS Office & O365

Basic network troubleshooting

PC software evaluation and configuration

Education

Any Graduation

Tools

ITIL Foundation

Microsoft 365 (MS-900 / MS-100 / MS-101)

Job description

This role requires an experienced Service Desk professional capable of handling escalated calls, resolving complex issues, managing service requests, and providing advanced troubleshooting for Outlook, O365, Citrix, VDI, VPN, and user account management.

Primary Skills

• Strong experience in international voice-based Service Desk support
• Proficiency in ServiceNow or similar ITSM tools
• Strong troubleshooting expertise in:
• Outlook
• VPN
• Citrix
• VDI
• Advanced knowledge of MS Office & O365

Secondary Skills

• Basic network troubleshooting
• PC software evaluation and configuration
• Ability to assist in training or documentation

Experience

1years – 5 years

Role and Responsibilities

A. Key Responsibilities

• Handle and resolve escalated calls from L1 support
• Manage high volume of inbound calls (~90% of daily work)
• Diagnose issues through user interaction, log analysis, and research
• Perform user account management and elevate complex cases
• Document incidents and service requests in Incident Management System
• Troubleshoot software, O365, and basic network issues
• Evaluate and configure PC-based applications
• Ensure SLA compliance for volume and turnaround time
• Deliver high-quality customer experience through effective resolution

B. Additional Responsibilities

• Support queue management and ticket backlog reduction
• Assist in training users or contributing to SOP/training documentation
• Maintain compliance with quality and regulatory guidelines
• Ensure accurate and complete worklog updates
• Work proactively to reduce reopen/rejection rates

Educational Qualification

Any Graduation

Certifications (Preferred)

• ITIL Foundation
• Microsoft 365 (MS-900 / MS-100 / MS-101)
• Basic networking or desktop support certifications (optional)