Administrator (Support & Operations)
India
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Job Description
Administrator (Support & Operations)
Chennai, Tamil Nadu

Job Summary

Service Desk Staff

(Job Description – Qualities and Skill, Tools and Technology usage)

 

Qualities for staff include:

  • Accepts change and adapts easily
  • Learns quickly
  • Multi-tasks
  • Good temperament (patient, empathetic)
  • Problem-solver
  • Customer service approach
  • Accepts personal accountability
  • Self-motivated
  • Team player
  • Follows policies, procedures and guidelines
  • Continually improves
  • Calm under pressure

 

 

Skills for staff include:

  • Communication – Listening, Writing, Verbal, Non-verbal, Questioning
  • Knowledge – Technical, Business, ITSM (useful)
  • Customer service – Troubleshooting, Problem solving
  • Increased numbers of incidents and service requests resolved
  • The potential to restore services faster
  • The potential to improve customer satisfaction
  • Provides an opportunity for analysts to educate customers to be more self-sufficient
  • Time management
  • Personal organizational skills

 

 

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

  • Restore the customer’s technology to a functioning state
  • Overcome communication barriers
  • Enhance the customer and service desk relationship
  • Improve first contact resolution rate
  • Reduce the number of escalated calls
  • Reduce lost customer productivity by reducing time to resolution

 

Key Responsibilities

Service Desk Staff

(Job Description – Qualities and Skill, Tools and Technology usage)

 

Qualities for staff include:

  • Accepts change and adapts easily
  • Learns quickly
  • Multi-tasks
  • Good temperament (patient, empathetic)
  • Problem-solver
  • Customer service approach
  • Accepts personal accountability
  • Self-motivated
  • Team player
  • Follows policies, procedures and guidelines
  • Continually improves
  • Calm under pressure

 

 

Skills for staff include:

  • Communication – Listening, Writing, Verbal, Non-verbal, Questioning
  • Knowledge – Technical, Business, ITSM (useful)
  • Customer service – Troubleshooting, Problem solving
  • Increased numbers of incidents and service requests resolved
  • The potential to restore services faster
  • The potential to improve customer satisfaction
  • Provides an opportunity for analysts to educate customers to be more self-sufficient
  • Time management
  • Personal organizational skills

 

 

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

  • Restore the customer’s technology to a functioning state
  • Overcome communication barriers
  • Enhance the customer and service desk relationship
  • Improve first contact resolution rate
  • Reduce the number of escalated calls
  • Reduce lost customer productivity by reducing time to resolution

 

Skill Requirements

Service Desk Staff

(Job Description – Qualities and Skill, Tools and Technology usage)

 

Qualities for staff include:

  • Accepts change and adapts easily
  • Learns quickly
  • Multi-tasks
  • Good temperament (patient, empathetic)
  • Problem-solver
  • Customer service approach
  • Accepts personal accountability
  • Self-motivated
  • Team player
  • Follows policies, procedures and guidelines
  • Continually improves
  • Calm under pressure

 

 

Skills for staff include:

  • Communication – Listening, Writing, Verbal, Non-verbal, Questioning
  • Knowledge – Technical, Business, ITSM (useful)
  • Customer service – Troubleshooting, Problem solving
  • Increased numbers of incidents and service requests resolved
  • The potential to restore services faster
  • The potential to improve customer satisfaction
  • Provides an opportunity for analysts to educate customers to be more self-sufficient
  • Time management
  • Personal organizational skills

 

 

Tools and Technology Usage include: Remote support, instant messaging, e-mail, chat to:

  • Restore the customer’s technology to a functioning state
  • Overcome communication barriers
  • Enhance the customer and service desk relationship
  • Improve first contact resolution rate
  • Reduce the number of escalated calls
  • Reduce lost customer productivity by reducing time to resolution

 

Other Requirements

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Apply now
Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 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. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.