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Service Desk Jobs In Cary | HCL Technologies

IT Infrastructure Management Services

HCL’s IT Infrastructure Management Services business is focused on addressing the growing demand for the cost-effective management of technology infrastructure across geographically dispersed locations. HCL ISD provides a true partner experience through flexible engagement models and mature and proven frameworks and methodologies for operations and transformation. While focusing on improving infrastructure processes and deploying innovative ideas to continuously improve IT operations HCL ISD also provides an IT managed services model to integrate IT operations management.

Service Desk

At HCL, we recognise that Service Desk facility is one of the basic requirements for our customers. We strive hard to provide excellent service quality to all our customers. In our endeavour to serve our customers better, we seek service desk professionals with relevant domain expertise and experience across the levels including L1 Analysts, Team Lead to with our high performance teams at HCL’s delivery centers in the United States.

Cary, United States


2 - 8 Years

Skill Required

  • Troubleshooting Mobile Devices Excellent Interpersonal skills  
  • Email configuration and support on MS office tools
  • Troubleshooting Mobile Devices
  • Excellent Analytical skills
  • Ability to multi task

Requirements / Qualifications

  • Graduate in with relevant experience.
  • 2 - 8 years of domain experience
  • Experience in Windows XP/Win 7 support.
  • VPN troubleshooting and Incident Management
  • Experience working with ticketing system
  • Experience in Account Management
  • Ability to solve complex problem
  • Willing to work in shifts

L1 Analyst

Track lead / Team Lead


L1 Analyst

  • Should resolve technical problem (over a phone/Chat or remote systems support)
  • Basic Understanding of Email configuration and support on MS office tools
  • Should be able to carry out VPN troubleshooting and Incident Management
  • Basic Understanding of Network Concepts
  • Basic Understanding of troubleshooting Mobile Devices
  • Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
  • Follow the escalation process
  • Follow the shift hand-over process
  • Update work logs
  • Coaching analysts for correct routing of tickets, capturing critical information
  • Technically upgrade across versions of environment when required
  • Adhere to organization policies and procedures


Track lead / Team Lead

  • Exceptional communication and customer handling skills
  • Strong analytical skills and quality conscious
  • Good Knowledge of Windows XP/Win 7.
  • Good Knowledge of Email configuration and support on MS office tools.
  • Good Knowledge of Microsoft Office products (Excel, Word and Power Point Etc.)
  • Good Knowledge of Network Concepts
  • Good Knowledge of troubleshooting Mobile Devices
  • Should be good at People Management
  • Maintaining Attendance and Leave reports
  • Infrastructure Management within the OMC
  • Preparing reports on Monthly / Hourly basis
  • Managing breaks and shift rosters
  • Ensuring that calls/ chats are addressed on timely manner
  • Ensuring call recordings and voice infrastructure is working as expected
  • Managing SIP activities
  • Handling Escalation and SUP calls
  • Sharing agent performance reports and giving them feedback
  • Daily Call/Chat Audits and Feedback Sharing

Application Form

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We will treat any information you submit with us as confidential.