SME - Critical Incident Management

HCL Technologies Limited; Bengaluru; On-site; INR 420,000 - 640,000; Full time

Job summary

HCLTech is seeking a skilled Service Desk escalation specialist to support messaging, cloud services, mobility, desktop and network connectivity, and productivity applications. You will act as a technical liaison between Tier 1, Tier 2, team leads, and the service desk manager to resolve issues.

The role focuses on achieving a 65% first call resolution by reviewing reports and training both new and existing help desk staff.

Qualifications

• Establishes escalation path for agents and liaises with Tier 1/2 teams.
• Mentors new and existing help desk staff to improve performance.
• Drives 65% first call resolution through process reviews and coaching.

Responsibilities

• Perform frequent ticket reviews with SDMgr until skill level reaches optimal level.
• Maintain Service Desk computer equipment and ensure software/hardware are up to date.
• Provide documentation and training required for staff.
• Maintain above-average attendance and punctuality, and manage overtime when needed.
• Act as escalation point during prime and non-prime hours for high-profile issues.

Skills

Escalation point

Service Desk

Call monitoring

Training small teams

Job description

Serve as an escalation point to Service Desk analyst in the areas of Messaging and Cloud Services; Mobility and Remote Connectivity; Desktop Support and Network Connectivity; COTS and Productivity Applications support; and Telecom. Requires effectively acting as a technical liaison between the Tier1, Tie 2, Team Leads, Service Desk manger and potentially, Tier 3 Representatives to resolve problems. Provide administrative technical support for the few applications for which the Service Desk has administrative access and responsibilities. Responsible for maintaining an effective process for achieving a 65% first call resolution for new and employees. This includes reviewing reports and providing training to both new and existing help desk employees as well as providing feedback on employee evolutions.

Key Responsibilities

• Performs frequent WBG ticket reviews for employees [as a joint effort with SDMgr until skill level and familiarity increases to optimal level].
• Maintaining the Service Desk computer equipment.
• Ensuring all machines contain a current version of software and hardware.
• Provide documentation and training required.
• An above average performance record regarding attendance, punctuality and working overtime.

Skill Requirements

• Readily acting as point of escalation for agents in stressful situations [as a natural point of escalation for now until full transition (allow and\\or encourage colleagues to seek your advice naturally ].
• Monitor calls statistics daily to gain insight or make suggestions for ensuring analyst work methods are in line with contract metrics, keeping the management Team up to date.

Other Requirements

• Act as a technical point of escalation during prime and non-prime hours, for sensitive, high profile issues, keeping the management Team properly updated.
• Provide efficient, courteous and responsive 1st Tier Service Desk support to all WBG staff and their representatives when required.
• This includes logging all incoming problems and requests.
• Nudge analyst into compliance or make suggestions for full compliance for compliance to existing and newly implemented Service Desk policies and procedures set by the management Team.
• Assess, provide or communicate the need for additional tools or training to the service desk Manager.

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.