Service Desk Engineer

Noida April 11, 2026 Full Time Sap Successfactors Recruiting (Career Site Builder)

Location: Noida

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

Apply on company site

HCL Technologies is one of India's Big Four IT services firms, headquartered in Noida with roughly 219,000 employees and approximately $13.4 billion in annual revenue, listed as HCLTECH on the BSE and NSE.
Leadership is anchored by CEO C. Vijayakumar (since 2021) and Chairperson Roshni Nadar Malhotra, who completed the founder family stewardship transition in 2024 following the passing of founder Shiv Nadar.

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