Service Desk Technician

Note: Candidates must be eligible to work in the UK.

Fluent in English and French is required.

French language speaking proficiency is required.

Job Summary

The Service Desk Analyst L1 provides support for incident resolution and requests reported by the client. Responsibilities include initial assessment, research, and resolution of incidents and requests regarding the use of applications, software, hardware and infrastructure components. The Service Desk Analyst will collect information through customer conversations, probe for details, access support tools, and engage additional support teams when needed. Problems beyond the scope of their ability are resolved by engaging other support teams in a timely manner.

Responsibilities

• Perform technical support to clients via telephone, chat, email, or self‑service tickets across all geographies.
• Provide Level 1/L1.5 triage and resolutions such as password resets and account unlocks for reported incidents and requests ensuring 100% compliance with internal policies and procedures.
• Provide hardware and software support to users including application support like MS Office, Citrix, VPN, SCCM, Amazon Workspaces, etc.
• Offer first‑level resolution where possible by using standard operating procedures or work instructions.
• Perform customer callbacks as required.
• Provide remote solutions to problems, explaining solutions in a way that non‑technical users can understand.
• Build or flag knowledge articles when relevant knowledge articles are not available.
• Take ownership of tickets and requests, communicating with customers regularly to ensure speedy resolution.
• Hands‑on experience with ServiceNow/SNOW/Remedy Now or any ITSM tool.
• Meet service level agreements such as response and resolution time, ASA (Average Speed of Answering), AHT (Average Handling Time) and CSAT (Customer Satisfaction).
• Provide refresher training to new members onshore and offshore.
• Manage and provide support to different LOBs during requirements.
• Basic understanding of DHCP, DNS, IP addressing, subnetting and fixing Wireless LAN, Ethernet desktop configuration issues.
• Knowledge of mobile OS such as iOS, iPadOS, and Android.

Eligibility Criteria

• Strong oral and written communication skills in all required languages.
• 1–5 years of experience in IT technical support or service desk.
• Excellent knowledge and experience troubleshooting Windows, iOS, Android OS. Basic skill on MAC OS.
• Experience with ServiceNow ticketing system.
• Open to working in a 24/7 work environment with rotational shifts and week‑offs.
• Bachelor’s degree in computer science or a related field; IT diploma holders are also preferred.
• Competitive compensation and benefits including up to 20 days’ vacation per year, term life, business travel insurance and statutory benefits. Employee benefits are regulated by an internal policy which contains full details regarding entitlement and conditions.
• Opportunities to upskill and engage in exciting projects.
• Commitment to overall wellbeing and opportunity to join initiatives such as CSR Council, Diversity Council, Women Connect. For more information on how personal data is processed, see HCLTech’s Candidate Data Privacy Notice.

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