Service Desk Specialist

4 weeks ago


pune, India HCLTech Full time

Location:chennai & Pune

Job Description:

Setting customer expectations by appropriately prioritizing incidents.

• Assigning calls, requests, and incidents to internal and external support teams when issues cannot be resolved by the Service Desk.

• Accurately raising tickets within Service Now.

• Managing calls, incidents, and requests by logging, escalating, and resolving using Service Now and remote support tools, including the Knowledge Base.

• Ensuring a 70% first line fix rate for maintenance.

• Managing incidents that are assigned to other support teams as well (End to End ticket Management).

• Minimum overall work experience of 0-1 years.

• Graduate in any discipline with good technical skills is a must.

• Knowledge in Windows & Mac OS, Knowledge in Android/IOS (Desirable)

• Knowledge of networking, hardware

• ITIL Foundation certified (Desirable)



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