Lucknow, Uttar Pradesh
Job Summary
Job Summary: We are looking for a proactive and customer-focused Service Desk Executive to handlereal-time chat support for our clients. The ideal candidate will be responsible for resolvingtechnical issues, answering queries, and ensuring a seamless customer experiencethrough live chat interactions.Key Responsibilities: • Provide first-level technical support via chat to end-users.• Troubleshoot hardware, software, and network-related issues.• Log and track service requests using the ticketing system.• Escalate unresolved issues to appropriate teams.• Maintain a high level of customer satisfaction through timely and effectivecommunication.• Follow standard operating procedures and service desk protocols.• Document solutions and contribute to the knowledge base.Qualifications & Skills: Education: • Graduate in any discipline (preferably in IT or Computer Science).Experience: • 0–2 years of experience in IT support or customer service (chat process preferred).Skills: • Excellent written communication skills.• Basic understanding of computer systems, networks, and troubleshooting. Classification: Internal• Ability to multitask and manage multiple chat sessions.• Strong problem-solving and analytical skills.• Familiarity with ticketing tools (e.g., ServiceNow, Zendesk) is a plus.Work Location: Lucknow
Key Responsibilities
1. To maintain existing features, troubleshoot bugs , resolve ad-hoc requests and provide support for enhancement (major and minor) /new developments based on business/ client requirements as well as from the functional and technical team of HCL on the project.
2. To provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements as well as keeping track of schedule for on time delivery of assigned tasks as per the defined quality standards.
3. To perform activities related to enhancement creation of documents for CMMi and client requirements.
4. To provide technical guidance to junior developers.
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