HCLTech is a global technology company, home to more than 218,000 people across 59 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. HCL is looking for a Service Desk
Associate's degree or vocational training in a relevant field (e.g., IT support, computer science) is a plus.
- CompTIA A+ certification or equivalent entry-level IT support certification is desirable.
- Proven experience in a customer service role is beneficial.
- Ability to work under guidance to record and track reliability data for services
- Familiarity with IT Infrastructure Library (ITIL) best practices is a plus
- Demonstrated ability to perform the essential duties of the position with or without accommodation.
Understanding of computer hardware, software (operating systems, common applications), and networking concepts.
Knowledge of online security practices and adviceStrong computer skills to include internet navigation and email usage.Proficient in Microsoft Office programs.Serves as the first point of contact for users requiring technical support. This role involves providing efficient and effective support to resolve or escalate issues, ensuring a high level of customer satisfaction.
Serve as the first point of contact for end-user IT support requests via phone, email, and other channels.Review, assess prioritization based on escalation criteria, and categorize all support requests in the ticketing system.Perform basic troubleshooting and problem resolution for common hardware, software, and network issues, following documented procedures and knowledge base articles.Escalate complex issues to higher-level support teams (L2 / L3) with detailed information.Follow established service desk processes and procedures consistently.Follow established service desk processes and procedures.Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.Support and comply with the company’s Quality Management System policies and procedures.Ability to work nights and / or weekends, as needed.Ability to work on a mobile device, tablet, or in front of a computer screen and / or perform typing for approximately 90% of a typical working day."Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable).
~ Minor Medical Expense Insurance.
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