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# Service Desk Agent

- **Company:** HCL Technologies
- **Location:** Morrisville, NC, United States
- **Salary:** $38,000.0 - $62,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Information Technology Operations, Virtual Private Networks (VPN), Network Troubleshooting, Networking Basics, Servicenow
- **Published:** July 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=0245fe7933998465

## About the Role

We are seeking an energetic and customer-focused Service Desk Agent to join our dynamic IT support team. In this role, you will be the first point of contact for end-users seeking technical assistance. Your enthusiasm and problem-solving skills will help ensure seamless IT operations, providing timely support for hardware, software, network issues, and user inquiries. This position offers an exciting opportunity to develop your technical expertise while delivering exceptional customer service in a fast-paced environment., · Strong verbal and written communication skills to interact with end users and team members

· Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members

· Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly

· Collaborating with different teams to address complex issues

· Time management skills to multitask and adhere to SLAs

· A focus on providing excellent customer service and addressing needs

## Description

· Act as the first point of contact for users via phone, email, and chat. Document and classify incidents in ticketing systems (e.g., ServiceNow)

· Diagnose and resolve common software, hardware, and network issues (e.g., password resets, VPN connection issues, printer setups, etc)

· Update users on the status of their requests and communicate major IT service outages.

· Technical knowledge of operating systems and infrastructure, networking basics, software, and applications.

· Advising users on the appropriate course of action


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