Overview
Job Summary
We are looking for a proactive and customer-focused Service Desk Executive to handle real-time chat support for our clients. The ideal candidate will be responsible for resolving technical issues, answering queries, and ensuring a seamless customer experience through live chat interactions.
Key Responsibilities
- Provide first-level technical support via chat to end-users.
- Troubleshoot hardware, software, and network-related issues.
- Log and track service requests using the ticketing system.
- Escalate unresolved issues to appropriate teams.
- Maintain a high level of customer satisfaction through timely and effective communication.
- Follow standard operating procedures and service desk protocols.
- Document solutions and contribute to the knowledge base.
Qualifications & Skills
Education: Graduate in any discipline (preferably in IT or Computer Science).
Experience: 0–2 years of experience in IT support or customer service (chat process preferred).
Skills:
- Excellent written communication skills.
- Basic understanding of computer systems, networks, and troubleshooting.
- Ability to multitask and manage multiple chat sessions.
- Strong problem-solving and analytical skills.
- Familiarity with ticketing tools (e.g., ServiceNow, Zendesk) is a plus.
Work Location: Lucknow
Employment Type: Full-time
Key Responsibilities
- Provide level 1 remote desktop support to resolve tickets or provide hardware, software, network problem diagnosis and resolution via telephone, email, or chat within agreed SLA of ticket volume and time.
- Adhere to quality standards (voice and accent, tech monitoring), regulatory requirements, and company policies.
- Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions, and reopen cases.
- Maintain high login efficiency (availability) for customers.
- Update worklogs and follow shift or escalation process to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as needed.
- Work on value-adding activities such as knowledge base updates and self-development.
If an employer asks you to pay any kind of fee, please notify us immediately. Talentd does not charge any fee from applicants and we do not allow other companies to do so.
Key Skills
Related Tags
Browse More Jobs
Education Requirements
- Graduate in any discipline (preferably in IT or Computer Science)
Eligible Batch Years
HCLTech
HCLTech is a leading global technology company headquartered in Noida, India, providing a wide range of IT services and solutions to enterprises across industries. Founded in 1976, the company has grown into one of the largest multinational IT service providers, employing over 220,000 professionals in more than 60 countries. HCLTech's mission is to supercharge progress for its clients by delivering innovative digital, engineering, cloud, and AI-powered solutions that enable transformation and sustainable growth.
Renowned for its strong engineering heritage and customer-centric approach, HCLTech operates across sectors including financial services, manufacturing, life sciences, healthcare, retail, and telecommunications. The company has been recognized for its robust digital transformation capabilities and strategic partnerships with leading technology providers such as Microsoft, Google Cloud, and AWS. In recent years, HCLTech has reported significant revenue growth, expanded its global delivery network, and launched sustainability initiatives aimed at reducing carbon emissions and fostering inclusive workplaces.
Company Details
Connect With Us
Websitehcltech.com