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HCLTech is actively hiring Service Desk Analysts for its Thiruvananthapuram, Kerala location. This is a full-time, on-site role suitable for candidates with strong international voice support and IT troubleshooting skills. The hiring team is currently reviewing applications, making this a great opportunity to apply immediately.
🏢 Company Overview – HCLTech
HCLTech is a leading global IT services and consulting organization, serving clients across multiple industries. Known for its strong learning culture, global exposure, and stable career growth, HCLTech is an excellent workplace for IT support professionals.
📌 Job Details
- Job Role: Service Desk Analyst
- Support Level: L1 IT Support
- Location: Thiruvananthapuram, Kerala, India
- Work Mode: On-site
- Employment Type: Full-time
- Process: International Voice Support
- Experience Level: Relevant IT support experience preferred
📝 Job Summary
The Service Desk Analyst will act as an L1 Support Engineer, handling escalated technical issues, ensuring timely resolution within SLAs, and delivering a superior customer experience. The role requires excellent communication skills and hands-on experience with desktop, mobility, and enterprise IT tools.
🎯 Key Responsibilities
A. Core Responsibilities
- Handle escalated technical calls from L1 teams
- Resolve incidents and service requests within defined SLAs
- Troubleshoot desktop, system, and application-related issues
- Maintain high-quality standards for voice, accent, and technical resolution
- Ensure compliance with regulatory and company policies
- Deliver excellent customer experience and maintain high CSAT
- Reduce AHT and minimize ticket reopen cases
- Update worklogs and follow defined escalation processes
- Manage ticket queues and ensure timely case closure
B. Additional Responsibilities
- Adhere strictly to shift schedules and process compliance
- Participate in continuous improvement initiatives
- Support team objectives and operational efficiency
🛠️ Required Skills
Primary Skills
- Excellent communication skills (International Voice Support)
- Strong troubleshooting skills in:
- Mobility-related applications
- Desktop and general system issues
- Outlook, VPN, Citrix, VDI
- In-depth knowledge of MS Office / O365
Secondary Skills (Added Advantage)
- Experience in Telecom domain
🎓 Educational Qualification
- Any Graduation (UG – any stream)
📜 Certifications (Optional but Preferred)
- ITIL Foundation
- Microsoft Certifications (O365, Windows Troubleshooting)
- Citrix-related certifications
🌟 Why Join HCLTech?
- Opportunity to work in an international support environment
- Exposure to enterprise IT infrastructure and tools
- Professional and process-driven work culture
- Strong learning and certification support
- Long-term career growth in IT support roles
📍 Job Location
Thiruvananthapuram, Kerala, India
(On-site role – candidates must be willing to work from office)
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