Overview
Job Summary
Provide Level 1 support to employees through approved support channels, ensuring timely resolution of employee queries, incidents, and service requests while maintaining customer satisfaction and adherence to operational SLAs. Employee Care support is primarily knowledge-based and process-driven.
Key Responsibilities
- Serve as the first point of contact for employee IT and service-related requests.
- Log, categorize, prioritize, and route incidents/service requests.
- Resolve issues using approved Knowledge Base (KB) articles and documented procedures.
- Provide support through phone, email, chat, and ticketing tools.
- Maintain accurate ticket documentation and updates.
- Meet SLA, quality, productivity, and customer satisfaction targets.
- Escalate unresolved issues to appropriate resolver groups.
- Follow organizational compliance, security, and process requirements.
- Participate in shift operations and knowledge-sharing activities.
Skill Requirements
Good verbal and written communication skills. Customer service orientation and problem-solving ability. Basic understanding of IT support processes and ticketing systems. Ability to follow documented procedures and knowledge articles. Strong teamwork and stakeholder management skills. Willingness to work in shifts and support global users.
Other Requirements
Graduate in any discipline. 0 to 2 years of experience in Service Desk, Employee Support, Customer Service, or IT Support. Familiarity with ServiceNow or similar ITSM tools.
Key Performance Indicators (KPIs)
- SLA compliance
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Ticket quality and documentation accuracy
- Productivity and adherence metrics
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Key Skills
Related Tags
Education Requirements
- Graduate in any discipline
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
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Websitehcltech.com