Service Desk Analyst – Technical (US Voice) at HTC Global Services, Hyderabad
About the job
HTC Global Services is hiring a Service Desk Analyst for technical US voice support in Hyderabad. You will be the first point of contact for hospital staff who call with hardware, software, network and account issues. You resolve issues at first contact where possible and route the rest to the right resolver team.
The role needs 1 to 6 years in IT service desk or L1 technical support. International voice experience is mandatory. The job is full time, 40 hours a week, onsite.
Job Details
- Company: HTC Global Services
- Role: Service Desk Analyst – Technical (US Voice)
- Experience: 1 to 6 years
- Salary: Not disclosed
- Employment type: Full time, 40 hours per week
- Work mode: Onsite at the work location
- Job level: T1
- Support mode: Inbound calls, chats and emails
- Job code: 245805
What You’ll Do
- Handle inbound calls, chats and emails from hospital employees on IT issues.
- Troubleshoot desktops, laptops, printers, peripherals and mobile devices.
- Support Windows, Microsoft 365 (Outlook, Teams, OneDrive) and standard business applications.
- Resolve account issues such as password resets, account unlocks, MFA and access requests.
- Run basic network troubleshooting for VPN, Wi-Fi and connectivity problems.
- Log, categorise and prioritise every contact in the ticketing tool, for example ServiceNow, with clear notes.
- Escalate unresolved issues to L2 and resolver groups as per the support matrix.
- Follow up on open tickets and keep callers informed until closure.
- Use and contribute to knowledge base articles.
- Meet KPIs for first contact resolution, average handle time, quality and CSAT.
What You Need
- 1 to 6 years in IT service desk or L1 technical support.
- International voice experience (mandatory).
- Working knowledge of Windows 10 and 11, Microsoft 365 and Active Directory.
- Basic understanding of networking: IP, DNS, VPN and Wi-Fi.
- Experience with a ticketing tool such as ServiceNow, Remedy or Jira Service Management.
- Clear spoken and written English with a neutral accent that US callers can follow.
- A calm, structured approach to troubleshooting under time pressure.
- Any graduate degree.
Preferred Profile
- Degree or diploma in IT or Computer Science.
- ITIL Foundation certification.
- Prior experience supporting a US healthcare client.
How to Apply
- Check that you have 1 to 6 years of service desk or L1 support experience, including international voice.
- Use Apply on Original Source ↗ at the top of this job page and follow the application instructions.
- Quote job code 245805 if asked.
Before You Apply
- Freshers are not a fit. The role needs at least 1 year of experience.
- Prepare examples of first contact resolution, ServiceNow ticket handling and account unlock or MFA fixes.
- Be ready for a voice screening of your English and accent clarity.
Skills
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Job Details
About HTC Global Services
HTC Global Services is an IT and business process services company. Its website lists services across industries including healthcare, banking and insurance, and public sector.
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JobsInHyd is a job discovery platform and is not the employer or recruiter for this position. Job details are sourced from the original application source and may change. Please verify the latest information before applying.
JobsInHyd does not guarantee hiring outcomes.HTC Global Services is hiring a Service Desk Analyst for technical US voice support in Hyderabad. You will be the first point of contact for hospital staff who call with hardware, software, network and account issues. You resolve issues at first contact where possible and route the rest to the right resolver team.
The role needs 1 to 6 years in IT service desk or L1 technical support. International voice experience is mandatory. The job is full time, 40 hours a week, onsite.
Job Details
- Company: HTC Global Services
- Role: Service Desk Analyst – Technical (US Voice)
- Experience: 1 to 6 years
- Salary: Not disclosed
- Employment type: Full time, 40 hours per week
- Work mode: Onsite at the work location
- Job level: T1
- Support mode: Inbound calls, chats and emails
- Job code: 245805
What You’ll Do
- Handle inbound calls, chats and emails from hospital employees on IT issues.
- Troubleshoot desktops, laptops, printers, peripherals and mobile devices.
- Support Windows, Microsoft 365 (Outlook, Teams, OneDrive) and standard business applications.
- Resolve account issues such as password resets, account unlocks, MFA and access requests.
- Run basic network troubleshooting for VPN, Wi-Fi and connectivity problems.
- Log, categorise and prioritise every contact in the ticketing tool, for example ServiceNow, with clear notes.
- Escalate unresolved issues to L2 and resolver groups as per the support matrix.
- Follow up on open tickets and keep callers informed until closure.
- Use and contribute to knowledge base articles.
- Meet KPIs for first contact resolution, average handle time, quality and CSAT.
What You Need
- 1 to 6 years in IT service desk or L1 technical support.
- International voice experience (mandatory).
- Working knowledge of Windows 10 and 11, Microsoft 365 and Active Directory.
- Basic understanding of networking: IP, DNS, VPN and Wi-Fi.
- Experience with a ticketing tool such as ServiceNow, Remedy or Jira Service Management.
- Clear spoken and written English with a neutral accent that US callers can follow.
- A calm, structured approach to troubleshooting under time pressure.
- Any graduate degree.
Preferred Profile
- Degree or diploma in IT or Computer Science.
- ITIL Foundation certification.
- Prior experience supporting a US healthcare client.
How to Apply
- Check that you have 1 to 6 years of service desk or L1 support experience, including international voice.
- Use Apply on Original Source ↗ at the top of this job page and follow the application instructions.
- Quote job code 245805 if asked.
Before You Apply
- Freshers are not a fit. The role needs at least 1 year of experience.
- Prepare examples of first contact resolution, ServiceNow ticket handling and account unlock or MFA fixes.
- Be ready for a voice screening of your English and accent clarity.