Website:
agilegridsolution.com
Job details:
About The Company
HCLTech is a global technology and IT services company renowned for delivering innovative solutions that enable digital transformation for enterprises across various industries. With a strong focus on customer-centricity, HCLTech offers a comprehensive suite of services including application development, infrastructure management, and business process outsourcing. The company prides itself on fostering a culture of continuous learning, diversity, and inclusion, ensuring that its employees are equipped with the latest skills and knowledge to thrive in a dynamic technological landscape. As a leader in the IT industry, HCLTech is committed to creating value for its clients and stakeholders through cutting-edge technology and sustainable practices.
About The Role
We are seeking a dedicated Service Desk professional to join our team at HCLTech, supporting our operations in Chennai and Hyderabad. This role is ideal for individuals with 1 to 5 years of experience in technical support, who are passionate about delivering exceptional customer service and troubleshooting technical issues efficiently. The Service Desk agent will serve as the first point of contact for our clients, providing remote support via phone, email, and chat for hardware, software, and network-related concerns. The successful candidate will play a vital role in maintaining high levels of customer satisfaction by ensuring timely resolution of incidents and adhering to established service level agreements (SLAs). This position offers an excellent opportunity for growth within a global organization committed to employee development and operational excellence.
Qualifications
The ideal candidate should possess fluency in English, both spoken and written, to effectively communicate with international clients. A minimum of 1 to 2 years of experience in a technical support or service desk environment is required. Candidates must have a strong understanding of Windows operating systems, MS Office Suite, basic networking concepts, and remote desktop tools. Familiarity with ticketing systems such as ServiceNow is essential. Excellent communication and interpersonal skills are crucial for building rapport with customers and collaborating with team members. The ability to work under pressure, adapt to rotational shifts, and demonstrate strong problem-solving and analytical skills are also necessary. A customer-oriented mindset focused on delivering service excellence is a key attribute for success in this role.
Responsibilities
The Service Desk agent will be responsible for providing Level 1 remote desktop support through various communication channels, including phone, email, and chat. They will diagnose and resolve incidents related to hardware, software, and network issues within the agreed SLA timelines and ticket volumes. Ensuring First Call Resolution (FCR) and maintaining a low Average Handling Time (AHT) are critical to achieving high customer satisfaction. The role involves adhering to quality standards, including voice clarity, accent, and technical monitoring protocols, to ensure a professional support experience. Maintaining high login efficiency and availability to support customer needs is essential. When issues cannot be resolved at the first level, escalation procedures must be followed to involve Level 2 or 3 support teams. Accurate and detailed worklogs and ticket documentation are mandatory for tracking issue resolution and knowledge sharing. The candidate will contribute to updating the knowledge base and participate in continuous self-development initiatives. Ensuring compliance with regulatory requirements and internal policies is vital. The role also emphasizes minimizing rejected resolutions and reopened cases through thorough troubleshooting and effective communication, ultimately driving high Customer Satisfaction (CSAT) scores.
Benefits
HCLTech offers a comprehensive benefits package designed to support the well-being and professional growth of its employees. This includes competitive salary packages, health insurance coverage, and retirement plans. Employees have access to ongoing training and certification programs to enhance their skills and career progression. The company promotes a flexible work environment with rotational shifts, enabling work-life balance. Additionally, HCLTech provides opportunities for international exposure, participation in global projects, and a collaborative work culture that values diversity and inclusion. Employees are encouraged to innovate and contribute to meaningful projects that impact clients worldwide. The organization also fosters a supportive environment with mentorship programs, employee engagement activities, and recognition initiatives to motivate and retain top talent.
Equal Opportunity
HCLTech is an equal opportunity employer committed to fostering an inclusive workplace. We do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other characteristic protected by law. We believe in creating a diverse environment where all employees are valued, respected, and empowered to contribute their best. Our commitment to diversity and inclusion ensures that every individual has equal access to opportunities for growth and development within the organization.
Click on Apply to know more.