Service Desk Engineer
HCLTech
- Location
- Bengaluru, Karnataka, India
- Job type
- Full-time
Required skills
- account management
- service delivery
- Service Level Agreements
- technical support
About the role
HCLTech
Website:
hcltech.com
Job details:
Responsibilities:
- Provide first-line technical support to end-users, ensuring issues are diagnosed and resolved promptly.
- Log and manage service requests, incidents, and problems in the service management tool.
- Troubleshoot hardware and software issues, including desktops, laptops, mobile devices, and peripherals.
- Assist with user account management, including password resets, permissions, and access issues.
- Maintain knowledge of IT systems, applications, and tools to provide effective solutions.
- Escalate complex issues to higher-tier support teams when necessary.
- Ensure all requests and incidents are tracked and resolved within service level agreements (SLAs).
- Provide remote support through remote desktop tools and other communication methods.
- Collaborate with other IT support teams and departments to improve the overall user experience.
- Maintain an up-to-date knowledge base for users to access self-help resources.
- Participate in IT projects and improvements as required, including software rollouts and system upgrades.
- Provide clear communication and updates to users on the status of their requests and issues.
- Contribute to the overall improvement of IT service delivery by suggesting improvements to processes and workflows.
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