Role Overview
As a Graduate Trainee - Service Desk, responsible for providing first-level technical support to end users by diagnosing and resolving hardware, software, and network-related issues.
About Hcltech
HCLTech is a global technology company, home to more than 223,000 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.
Key Responsibilities
- Provide first-line IT support via phone, email, chat, or ticketing systems.
- Log, track, and resolve incidents and service requests in accordance with SLAs.
- Troubleshoot hardware, software, network, and application-related issues.
- Escalate unresolved issues to appropriate support teams and follow up until closure.
- Assist with user account management, password resets, and access requests.
- Maintain accurate documentation of incidents, solutions, and support procedures.
Requirements & Eligibility
- Basic understanding of operating systems, Microsoft 365, networking, and IT support processes.
- Strong problem-solving and analytical skills.
- Effective verbal and written communication skills.
- Customer-centric mindset with the ability to work in a fast-paced environment.
Required Skills & Tech
Microsoft 365Operating SystemsNetworkingIT Support