Overview
Job Summary
Provide L1/L2 support to end users for applications and hardware issues via calls, chat, and emails.
Key Responsibilities
- Manage user requests for technical assistance via phone, chat, or email.
- Diagnose and resolve hardware and software issues related to Windows 11 OS, mobile devices, and network connectivity.
- Support various tracks in installing tools on end-user devices.
- Listen to user queries and issues patiently, analyze them, and identify solutions using knowledge articles.
- Help users resolve issues following agreed processes and standard procedures.
- Assign tickets to relevant tracks for issue resolution as per guidelines.
- Maintain a log of all help desk interactions for audit purposes.
- Administer help desk software and redirect incidents or requests to appropriate support groups for Level 2 support.
- Escalate urgent incidents to Track Leads and Management.
- Track and route issues and requests to relevant groups.
- Prepare activity reports and inform management of recurring problems.
- Stay current with system information, changes, and updates.
- Create knowledge articles to document known issues.
- Demonstrate good knowledge of ticketing tools and MS Teams.
Skill Requirements
Must Have Skills: Microsoft Windows, MS Remote Desktop Services (RDS), Video/Telepresence - Others.
Good to Have Skills: Not specified.
Other Requirements
Manage user requests for technical assistance via phone, chat, or email. Diagnose and resolve hardware and software issues related to Windows 11 OS, mobile devices, and network connectivity. Support various tracks in installing tools on end-user devices. Listen to user queries and issues patiently, analyze them, and identify solutions using knowledge articles. Help users resolve issues following agreed processes and standard procedures. Assign tickets to relevant tracks for issue resolution as per guidelines. Maintain a log of all help desk interactions for audit purposes. Administer help desk software and redirect incidents or requests to appropriate support groups for Level 2 support. Escalate urgent incidents to Track Leads and Management. Track and route issues and requests to relevant groups. Prepare activity reports and inform management of recurring problems. Stay current with system information, changes, and updates. Create knowledge articles to document known issues. Demonstrate good knowledge of ticketing tools and MS Teams.
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Key Skills
Related Tags
Education Requirements
- Not specified
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.
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Websitehcltech.com