We are hiring For Service desk Agent - US Process

HTC Global Services

1 - 3 years

1 - 4 Lacs

Hyderabad

Posted:1 month ago| Platform:

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Skills Required

Service desk Technical support International Voice Process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Act as the first point of contact for users reporting IT issues or requesting services.
Log, categorize, and prioritize incidents and service requests in the ITSM tools.
Troubleshoot and resolve technical issues related to hardware, software, networks, and user accounts.
Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.
Provide remote support using remote access tools and follow documented procedures and knowledge base articles.
Ensure accurate documentation of all user interactions and solutions provided.
Follow ITIL-aligned processes such as Incident Management, Request Fulfillment, and Access Management.
Maintain awareness of service desk procedures, SLAs, and support protocols.
Participate in shift-based rotations to ensure 24x7 coverage where required.
Provide excellent customer service and maintain a high level of user satisfaction.
Assist in identifying recurring issues and contribute to knowledge base updates.

Experience

1 to 3 years of experience in an IT support/help desk environment.
Exposure to a ticketing system (e.g., ServiceNow, Remedy).
Experience supporting end-users remotely in a fast-paced environment.
Only male candidates preferred.
Interested candidates are encouraged to apply. However, only applicants with relevant experience will be contacted.

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