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HCLTech is hiring Service Desk Analysts (L1 Support Engineers) for its Thiruvananthapuram, Kerala location. This is a great opportunity for graduates with international voice support and technical troubleshooting experience to join a global IT services company.
Job Overview – HCLTech Service Desk Analyst
- Company: HCLTech
- Role: Service Desk Analyst (L1 Support Engineer)
- Job Type: Full Time
- Work Mode: On-Site
- Location: Thiruvananthapuram, Kerala
- Experience Level: Relevant L1 / Service Desk experience preferred
- Applicants: 100+
Job Description
As a Service Desk Analyst at HCLTech, you will handle international voice support, resolve escalated technical issues, and ensure high-quality customer experience while meeting SLA and CSAT standards.
Key Responsibilities
- Handle escalated calls from L1 support team
- Resolve technical tickets within agreed SLA timelines
- Troubleshoot issues related to:
- Mobility applications
- Desktop and system issues
- Outlook, VPN, Citrix, VDI
- MS Office / O365
- Maintain quality standards including voice, accent, and technical compliance
- Update work logs and follow escalation processes
- Manage ticket queues efficiently and ensure case closure
- Support continuous improvement initiatives
- Adhere to process compliance and shift schedules
Required Skills
Primary Skills
- Excellent communication skills (International Voice Support)
- Strong troubleshooting skills
- Hands-on knowledge of:
- Outlook
- VPN
- Citrix
- VDI
- MS Office / O365
Secondary Skills (Added Advantage)
- Experience in Telecom domain
Educational Qualification
Certifications (Optional but Preferred)
- ITIL Foundation
- Microsoft Certifications (O365, Windows Troubleshooting)
- Citrix Certifications
Why Join HCLTech?
- Opportunity to work with a global IT services leader
- Exposure to international clients
- Career growth in IT support and service desk roles
- Structured processes and professional work environment
How to Apply?
Interested candidates can apply directly through LinkedIn Easy Apply or contact the recruiter mentioned in the job post.
📌 Job Poster: Aasha S – Executive Recruiter, HCLTech
