Service Desk Engineer

HCLTech

1 - 5 years

0 Lacs

Noida

Posted:-1 days ago| Platform:

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Skills Required

ticketing tools service desk international voice process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Work Locations:

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:

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