ct as the first point of contact for users via phone, email, and chat. Document and classify incidents in ticketing systems (e.g., ServiceNow) • Diagnose and resolve common software, hardware, and network issues (e.g., password resets, VPN connection issues, printer setups, etc) • Update users on the status of their requests and communicate major IT service outages. • Technical knowledge of operating systems and infrastructure, networking basics, software, and applications. • Advising users on the appropriate course of action • Strong verbal and written communication skills to interact with end users and team members • Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members • Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly • Collaborating with different teams to address complex issues • Time management skills to multitask and adhere to SLAs • A focus on providing excellent customer service and addressing needs • Should be willing to work from office in 24/7 rotational shift environment
Act as the first point of contact for users via phone, email, and chat. Document and classify incidents in ticketing systems (e.g., ServiceNow) • Diagnose and resolve common software, hardware, and network issues (e.g., password resets, VPN connection issues, printer setups, etc) • Update users on the status of their requests and communicate major IT service outages. • Technical knowledge of operating systems and infrastructure, networking basics, software, and applications. • Advising users on the appropriate course of action • Strong verbal and written communication skills to interact with end users and team members • Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members • Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly • Collaborating with different teams to address complex issues • Time management skills to multitask and adhere to SLAs • A focus on providing excellent customer service and addressing needs • Should be willing to work from office in 24/7 rotational shift environment
Experience with handling IT calls
US Citizen only
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.
