Service Desk Specialist

Location Noida

Shift: 24x7 Rotational Shifts, 5 days work from Office

Position Overview (Job Summary):

The L1& L2 Service Desk Engineer will provide frontline technical support through voice and ticket-based channels for global customers. The role requires handling inbound calls, resolving basic technical issues, managing user access needs, and ensuring high-quality customer experience within defined SLAs.

Key Skills & Requirements:

Prior experience in voice-based(International Voice Support) Service Desk support

Comfortable working in a call support environment

Proficient with ticketing tools (preferably ServiceNow)

Working knowledge of Active Directory and RSA Token

Experience in troubleshooting VPN, Citrix, and VDI-related issues

Basic proficiency in MS Office applications

Roles & Responsibilities:

Ensure high login efficiency and availability to support customer needs

Handle and resolve tickets within defined SLAs for volume and turnaround time

Manage inbound calls, which constitute approximately 90% of daily tasks

Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies

Respond to user queries via phone, email, instant messaging, and ticketing systems

Assign incidents/work orders to relevant support teams and follow through to closure

Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting

remote desktop support and execute tasks as per SOPs

Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates

Update work logs accurately and adhere to escalation protocols and process guidelines.

If You are Interested, please share your updated resume through mail- shilpa.np@hcltech.com.