Sr Analyst

HCLTech; Chennai; Sur place; INR 300 000 - 420 000; Plein temps

Résumé du poste

HCL Technologies Limited is seeking a Service Desk Agent in Chennai to provide first‑level technical support to end users in English. You will handle incidents and service requests via phone, email, chat, and ITSM tools, adhering to SLAs and quality standards.

The role requires strong communication, customer focus, and basic ITIL knowledge, with 0–3 years of relevant experience. Rotation shifts, including weekends, may be required.

Qualifications

• Graduate degree or diploma in any discipline; technical education or IT certification will be an added advantage.
• 0-3 years of experience in IT service desk, technical support, customer support, or helpdesk operations.
• Willingness to work in rotational shifts, including weekends and public holidays, based on business requirements.
• Basic understanding of ITIL concepts is preferred.

Responsabilités

• Provide first-level support for incidents, service requests, and user queries through phone, email, chat, and ticketing tools.
• Log, categorize, prioritize, and track tickets accurately in the ITSM tool as per defined process guidelines.
• Troubleshoot basic hardware, software, network, access, application, and end-user computing issues.
• Perform password resets, account unlocks, access support, and standard request fulfillment as per approved procedures.
• Follow standard operating procedures, knowledge base articles, and escalation matrices to resolve issues efficiently.
• Escalate unresolved or complex issues to appropriate resolver groups while ensuring proper documentation and follow-up.
• Maintain ownership of assigned tickets until closure and ensure timely updates to users and support teams.
• Meet defined SLA, quality, productivity, customer satisfaction, and first-call resolution targets.
• Communicate professionally with users and internal teams, ensuring a positive customer experience.
• Participate in shift handovers, process updates, knowledge sharing, and continuous improvement initiatives.

Description du poste

Requisition ID190070-Posted11/05/2026

The Service Desk Agent will provide first-level technical support to end users in English, ensuring timely resolution of incidents and service requests across the offshore support environment. The role requires strong communication skills, customer focus, technical troubleshooting ability, and adherence to defined service levels, processes, and quality standards

Key Responsibilities

• Provide first-level support for incidents, service requests, and user queries through phone, email, chat, and ticketing tools.
• Log, categorize, prioritize, and track tickets accurately in the ITSM tool as per defined process guidelines.
• Troubleshoot basic hardware, software, network, access, application, and end-user computing issues.
• Perform password resets, account unlocks, access support, and standard request fulfillment as per approved procedures.
• Follow standard operating procedures, knowledge base articles, and escalation matrices to resolve issues efficiently.
• Escalate unresolved or complex issues to appropriate resolver groups while ensuring proper documentation and follow-up.
• Maintain ownership of assigned tickets until closure and ensure timely updates to users and support teams.
• Meet defined SLA, quality, productivity, customer satisfaction, and first-call resolution targets.
• Communicate professionally with users and internal teams, ensuring a positive customer experience.
• Participate in shift handovers, process updates, knowledge sharing, and continuous improvement initiatives.

Other Requirements

• Graduate degree or diploma in any discipline; technical education or IT certification will be an added advantage.
• 0-3 years of experience in IT service desk, technical support, customer support, or helpdesk operations.
• Willingness to work in rotational shifts, including weekends and public holidays, based on business requirements.
• Ability to support offshore delivery operations and align with client-specific processes and schedules.
• Basic understanding of ITIL concepts is preferred.
• Professional behavior, punctuality, ownership, and adherence to data security and confidentiality standards.
• Ability to work in a fast-paced, SLA-driven support environment.