Global IT Service Desk L1/ L2 Analyst

Dear Candidate,

HCLTech Nagpur

• DATE - Sat, 20th Dec 2025
• TIME - 10:00AM to 12:00PM (no entry post 12pm)
• LOCATION - HCLTech Campus, MIHAN SEZ, Nagpur

REGISTRATION LINK: https://forms.office.com/r/99iJnkz4hN

ELIGIBILITY/ REQUIREMENT:

• EXPERIENCE RANGE - Min. 6 Months to 8 Years
• WORK EXPERIENCE - IT Service Desk, Ticketing, Network/ Hardware/ Software Troubleshooting, Voice/ Chat Support, IT Back Office Operations, TAT/ SLA & Client Management (must)
• EDUCATION - Any Graduation (must)
• SKILLS - Excellent English Communication (US Stakeholders), MS Office, Service Now or any Ticketing Tool
• SHIFT - Ready to work in 24*7 Rotational Shift (WFO mandatory)

NON-ELIGIBILITY:

• Freshers are not eligible to apply
• Internship will not be considered as work experience
• Candidates appeared for interview in the LAST 3 MONTHS are NOT ELIGIBLE

• Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information (Voice/ Chat Process)
• Tracking and classifying incoming incidents or service requests, attempting initially solutions
• Provides initial assessment of categorization and prioritization for reported Incidents and
• Service Requests and provides initial support, targeting a higher level of first contact resolution
• Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups
• Perform hierarchical escalation to Service Desk Management and Incident Management
• Provide communication to end users concerning the status of Incidents, Service Requests and Changes
• Compiles data through Incident entry that will be used for management information and reporting
• Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
• Provide input to Service Desk Management regarding Continuous Improvement opportunities
• Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly

KEY JOB RESPONSILBITIES:

• To maintain high login Efficiency (Availability) for customers
• To resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions/ Reopen Cases
• To update work logs and follow shift/ escalation process and process compliance
• Work on value adding activities such Knowledge base update & self-development

IMPORTANT NOTE:

1. Bring Hard Copy of CV along with Aadhaar Card (mandatory for entry)
2. Do not carry Laptop or Pen Drive in the office premises
3. Nagpur (affinity locations) candidates will be preferred
4. Please disclose all the information and facts in your CV
5. Please clear all your doubts during the interview. CTC will be basis role fitment, exposure, skill set and available vacancies.
6. The job might require 24*7 rotational shift (including night shift and/or weekend working, depending on client requirement) - please clarify during interview
7. It will be Work-From-Office Job (no Work-From-Home option will be provided) - Work location will be Nagpur, Maharashtra
8. Please confirm if you have any medical issues or other personal issues that can hinder you from performing the job and working from office including Night Shift
9. HCLTech runs a stringent background check for all the offered candidates. Please disclose everything related to your past work experience/ gaps/ overlapping of jobs/ education/ etc with your Recruiter before accepting the offer letter.