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Service Desk Engineer

4 weeks ago

Thiruvananthapuram, India HCLTech Full time

Note: This Requirement is Exclusive only for Trivandrum Location, requesting candidates who is really ready to relocate alone to apply for this opportunity.
Required - Exp – 0.6 yrs - 3 yrs

Education – Any Graduation

Location – Trivandrum

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

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
  • Deliver Level 1 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