IT Service Desk agent - English
Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network issues. Diagnose and resolve incidents within agreed SLA timelines and ticket volumes. Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (AHT). Adhere to quality standards including voice and accent clarity, and technical monitoring protocols. Maintain high login efficiency and availability to support customer needs. Escalate unresolved issues to Level 2/3 support teams following defined escalation procedures. Update and maintain accurate worklogs and ticket documentation. Contribute to knowledge base updates and participate in continuous self-development. Ensure compliance with regulatory requirements and internal company policies. Deliver a positive customer experience and drive high Customer Satisfaction (CSAT) scores. Minimize rejected resolutions and reopened cases through thorough troubleshooting and communication.
Fluency in English (spoken and written) is mandatory. 1–2 years of experience in a technical support or service desk environment. Strong knowledge of Windows OS, MS Office Suite, basic networking, and remote desktop tools. Familiarity with ticketing systems (ServiceNow). Excellent communication and interpersonal skills. Ability to work in rotational shifts and under pressure. Strong problem-solving and analytical thinking. Customer-oriented mindset with a focus on service excellence.
ITIL Foundation certification. Experience supporting multilingual environments. Exposure to shared services or global support models.
HCLTech is a global technology company, home to more than 226,600 people across 60 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. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
