| HCL IS HIRING| JOB TITLE : IT SERVICES | LOCATION : CHENNAI |

Greetings from HCLTech!!!

I hope this email finds you well.

We are excited to consider your profile for the opportunity with (us) HCLTech.

Please find the job description below for your review. Reply to this Description with your confirmation also requesting the details as below with your updated profile/CV if you are interested.

Requirement Details:

Primary Location: Chennai
Interview Location: Sholinganallur

Key Skills & Requirements:

• Prior experience in voice-based(International Voice Support) Service Desk support
• Comfortable working in a call support environment
• Proficient with ticketing tools (preferably ServiceNow)
• Working knowledge of Active Directory and RSA Token
• Experience in troubleshooting VPN, Citrix, and VDI-related issues
• Basic proficiency in MS Office applications

Roles & Responsibilities:

• Ensure high login efficiency and availability to support customer needs
• Handle and resolve tickets within defined SLAs for volume and turnaround time
• Manage inbound calls, which constitute approximately 90% of daily tasks
• Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies
• Respond to user queries via phone, email, instant messaging, and ticketing systems
• Assign incidents/work orders to relevant support teams and follow through to closure
• Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting
• Deliver Level 1 remote desktop support and execute tasks as per SOPs
• Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
• Update work logs accurately and adhere to escalation protocols and process guidelines.

Thank you for your time and consideration. We look forward to hearing from you soon