Service Desk Agent

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Candidate should have Valid authorization to work in UK

Role definition

This role will be responsible for providing Level 1 Service Desk support to end users, particularly focusing on laptop enrolling, basic troubleshooting, and resolving user calls related to IT services. The ideal candidate will demonstrate strong communication skills, fundamental technical knowledge, and a keen focus on customer satisfaction.

Expected qualification and critical experiences

• 0–2 years of experience in IT service desk
• Basic understanding of laptop hardware/software configurations.
• Familiarity with network connectivity basics (Wi-Fi, LAN, VPN).
• Ability to enroll and support user devices as per organizational standards.
• Experience in logging and tracking incidents via a ticketing system.
• Working knowledge or experience with BMC Remedy or any similar ticketing tools is required.
• Proven ability to communicate effectively with end users and internal teams in English.

Mandatory Skills

• Good understanding & knowledge on Windows Operating systems Windows 7,10 and 11 and general troubleshooting steps.
• Good understanding of IT security, ITIL and compliance issues related to endpoint management
• Excellent communication and customer service skills in English.
• Ability to guide users through common technical issues.
• Basic understanding of networking concepts (IP, DNS, DHCP).
• Hands-on experience with enrolling laptops or endpoint devices.

Good to Have

• Exposure to ITIL framework or similar service management practices.
• Familiarity with service desk tools like ServiceNow, Remedy, or equivalent.
• Understanding of Active Directory, remote access tools, or MDM (Mobile Device Management) solutions.

Benefits

• A supportive, diverse and global team with a brilliant culture.
• Competitive compensation and benefits
• Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
• To know more about us visit – www.hcltech.com