Overview
HCLTech is a general technology company with more than 218,000 people across 59 countries. We deliver capabilities centered around digital, engineering, cloud and AI, with a broad portfolio of technology services and products. We work with clients across major verticals, including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of the 12 months ending September 2024 totaled $13.7 billion.
We are looking for a Service Desk.
Responsibilities
- Serves as the first point of contact for users requiring technical support, providing efficient and effective support to resolve or escalate issues and ensure a high level of customer satisfaction.
- Serve as the first point of contact for end-user IT support requests via phone, email, and other channels.
- Review and prioritize requests based on escalation criteria, and categorize all support requests in the ticketing system.
- Perform basic troubleshooting and problem resolution for common hardware, software,



and network issues, following documented procedures and knowledge base articles.
- Assist users with password resets, account lockouts, and basic application usage.
- Assist with onboarding new users and setting up their accounts and equipment.
- Escalate complex issues to higher-level support teams (L2/L3) with detailed information.
- Maintain clear and concise communication with end-users regarding the status of their requests.
- Provide regular contributions to the knowledge base by documenting troubleshooting steps and solutions.
- Follow established service desk processes and procedures consistently.
- Demonstrate adaptability, openness to change, and the ability to work in ambiguous situations and respond to new information or unexpected circumstances.
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
- Support and comply with the c

📌 Service Desk Bilingue (Estado de México)
🏢 HCLTech
📍 Estado de México