📍 Location: Hyderabad, Telangana, India
🏢 Company: HCLTech
🕒 Experience Required: 1–2 years
📢 Application Status: Actively Hiring | 200+ Applicants
About HCLTech
HCLTech is a global technology leader driving digital transformation for the world’s largest and most innovative companies. With a presence in over 50 countries and a culture that thrives on performance and collaboration, we are redefining what it means to create sustainable and scalable IT solutions.
At HCLTech, our people power progress — and this is your opportunity to be part of that journey.
Role Overview
We are hiring a Service Desk Lead to join our Hyderabad team. As the first point of contact for all IT support requests, you will play a vital role in troubleshooting issues, ensuring seamless operations, and delivering exceptional customer service. This role is ideal for tech-savvy professionals with a strong understanding of IT systems and a passion for helping users resolve technical problems efficiently.
Key Responsibilities
🔹 Technical Support
- Handle first-level technical queries across hardware, software, and network-related issues
- Respond to incoming requests via phone, email, or ticketing systems
- Troubleshoot and resolve issues with desktops, laptops, printers, and mobile devices
- Assist with account management, password resets, and system access
🔹 Incident Management
- Accurately log and categorize service requests based on priority
- Escalate complex issues to higher-level technical teams
- Track, update, and close tickets in alignment with SLAs
🔹 System Configuration
- Install and configure software, hardware, and peripheral devices
- Support onboarding tasks such as account setups and workstation provisioning
🔹 Documentation & Knowledge Base
- Create and maintain documentation of recurring issues and their solutions
- Develop self-help guides and internal knowledge base articles
🔹 Customer Engagement
- Deliver outstanding customer support with empathy and professionalism
- Maintain regular communication with end-users to ensure satisfaction
- Ensure all support is aligned with SLA timelines and quality expectations
🔹 System Maintenance
- Monitor system performance and assist in routine IT tasks
- Support updates, patches, and scheduled maintenance tasks
Required Qualifications & Skills
Education:
- High school diploma or equivalent required
- IT certifications such as CompTIA A+, ITIL Foundation are a plus
Experience:
- 1–2 years in a technical support or IT service desk environment
- Prior international voice or non-voice process support experience is mandatory
Technical Proficiency:
- Operating Systems: Windows, macOS, Linux
- Tools: Active Directory, VPN, DNS, TCP/IP, Remote Desktop
- ITSM Platforms: ServiceNow, Jira, or similar
Core Competencies:
- Exceptional verbal and written communication
- Strong multitasking and time management abilities
- Analytical thinker with a proactive approach to problem-solving
- Team player with a customer-first mindset
Why Join HCLTech?
- Be part of a global IT powerhouse committed to innovation
- Access continuous learning and upskilling opportunities
- Work in a dynamic, inclusive, and performance-driven culture
- Gain global exposure and work with industry-leading clients
Is prior international technical support experience necessary for this role?
Yes. Experience in international voice or non-voice technical support is essential to qualify for this position at HCLTech.
Are IT certifications mandatory for this role?
While not mandatory, certifications like CompTIA A+ or ITIL Foundation are highly preferred and can significantly boost your application.
What kind of career growth can I expect in this role?
HCLTech provides structured career advancement paths. As a Service Desk Lead, you can progress into senior IT support roles, incident management, or system administration based on your performance and interests.