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Service Desk Specialist

Actively Reviewing the Applications

HCLTech

India, Uttar Pradesh, Noida Full-Time On-site
Posted 1 day ago • Apply by June 7, 2026

Job Description

Key Skills Required:

  • Excellent communication skills with experience in international voice support
  • Hands-on experience in mobility-related applications and desktop/general system issues
  • Strong troubleshooting skills in Outlook, VPN, Citrix, and VDI
  • In-depth knowledge of MS Office/O365
  • Experience in Telecom domain will be an added advantage


Roles & Responsibilities:

A. Key Responsibilities

  • Handle escalated calls from L1 team with high efficiency
  • Resolve tickets within agreed SLA timelines
  • Ensure compliance with quality standards, regulatory requirements, and company policies
  • Drive positive customer experience and CSAT through effective resolution and minimal AHT
  • Update worklogs and follow escalation protocols
  • Manage support queues and work towards timely case closures

B. Additional Responsibilities

  • Participate in shift operations and ensure process compliance
  • Collaborate with cross-functional teams for issue resolution
  • Contribute to knowledge base and process improvements


Certifications:

Certifications in ITIL, Microsoft, Citrix, or Telecom-related domains are preferred but not mandatory

Required Skills

Communication Troubleshooting Issue Resolution Compliance Quality Standards MS Office Outlook VPN ITIL VDI CSAT AHT Protocols Citrix Closures
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