Service Desk UK
- HTC Global Services
- 2 - 5 years
- Hyderabad
- 4 months ago
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Job Description
Service Desk Agent (24x7)
Responsibilities:
- Act as the first point of contact for users reporting IT issues or requesting services.
- Log, categorize, and prioritize incidents and service requests in the ITSM tools.
- Troubleshoot and resolve technical issues related to hardware, software, networks, and user accounts.
- Escalate complex or unresolved issues to appropriate support tiers following defined escalation paths.
- Provide remote support using remote access tools and follow documented procedures and knowledge base articles.
- Ensure accurate documentation of all user interactions and solutions provided.
- Follow ITIL-aligned processes such as Incident Management, Request Fulfillment, and Access Management.
- Maintain awareness of service desk procedures, SLAs, and support protocols.
- Participate in shift-based rotations to ensure 24x7 coverage where required.
- Provide excellent customer service and maintain a high level of user satisfaction.
- Assist in identifying recurring issues and contribute to knowledge base updates.
Experience:
- 13 years of experience in an IT support/help desk environment.
- Exposure to a ticketing system (e.g., ServiceNow, Remedy).
- Experience supporting end-users remotely in a fast-paced environment.
Education:
- Bachelors degree in Information Technology, Computer Science, or related field.
- Equivalent work experience may be considered in lieu of formal education.
Skills:
- Basic to intermediate knowledge of Windows/Mac OS, MS Office Suite, email clients, printers, and networking fundamentals.
- Excellent troubleshooting and problem-solving abilities.
- Strong verbal and written communication skills.
- Ability to multitask and handle a high volume of support requests.
- Customer-focused attitude with a calm and patient demeanor.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: HTC Global ServicesLocation(s): Hyderabad+ View Contact
Keyskills: Ticketing Tools Service Desk ITIL
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HTC Global Services (India) Pvt. Ltd.Established in 1990, HTC is a leading global IT Solutions and Business Process Outsourcing (BPO) provider with headquarters in Troy, Michigan. HTC is a mid-sized IT company with over 6000 qualified and experienced professionals. HTC has a strong client base ...
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