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HCL _ Service Desk_ Pune/Trivandrum_ Face To Face interview_ 20th Sep

HCL _ Service Desk_ Pune/Trivandrum_ Face To Face interview_ 20th Sep

Glauben Technologies

1 - 5 years

3 - 8 Lacs

pune thiruvananthapuram

Posted:Just now| Platform:

Apply

Skills Required

servicenow tool service desk troubleshooting rsa citrix vpn ticketing tools international voice support vdi active directory

Work Mode

Work from Office

Job Type

Full Time

Job Description

Required - Exp 0.6 yrs - 5 yrs

Education – Any Graduation

Location – Trivandrum/Pune

Shift: 24x7 Rotational Shifts, 5 days work from Office

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

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HCL _ Service Desk_ Pune/Trivandrum_ Face To Face interview_ 20th Sep

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Required - Exp 0.6 yrs - 5 yrs

Education – Any Graduation

Location – Trivandrum/Pune

Shift: 24x7 Rotational Shifts, 5 days work from Office

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

More Jobs at Glauben Technologies