Service Desk Specialist
Actively Reviewing the ApplicationsHCLTech
India, Uttar Pradesh, Noida
Full-Time
On-site
Posted 3 weeks 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
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