Overview: Provide technical support to end users by troubleshooting issues, managing incident tickets, configuring systems, and maintaining documentation. Partner with IT teams to ensure seamless service delivery.
First-Level Technical Support: Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle. Troubleshooting & Resolution: Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level. Incident & Request Management: Prioritize, document, track service requests and incidents using ITSM tools (ServiceNow) Escalation & Collaboration: Escalate complex issues to specialized teams (network, security, dev). User Account & Security Support: Manage Active Directory, password resets, access permissions; assist with security procedures. Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation. User Training & Communication: Provide guidance, and status updates to end users.
Excellent customer service and troubleshooting skills Knowledge of ITSM tools, Active Directory, Windows/macOS
Excellent customer service and troubleshooting skills Knowledge of ITSM tools, Active Directory, Windows/macOS
Source: HCLTech careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More
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