Service Desk Specialist

Greetings from HCLTech!!!

Walk-In Drive for IT Service Desk with International Voice Process

Note: Fresher's please dont apply. Candidates who have hands on experience into Service Desk process and international voice support experience alone should apply for this opportunity. If not please don't apply.

Please find the job description below for your review. Reply with your confirmation also the requested details below as well as your updated profile/CV if you are interested.

• Willing to work in US shift (Yes/No): • Total Experience: • Relevant Experience in International Voice support: • Current Location: • Preferred location: • Current CTC: • Expected CTC: • Notice period: • Passport Number / 10th Certificate No: • If Ex-HCL employee, SAP ID: • Available for F2F Interview on 28th Feb 2026:

Requirement Details:

Primary Location: Chennai Interview Location: Sholinganallur

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

Thank you for your time and consideration. We look forward to hearing from you soon