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# Service Desk Agent

- **Company:** HCL America Inc.
- **Location:** United States
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Virtual Private Networks (VPN), Network Troubleshooting, Networking Basics, Servicenow
- **Published:** September 20, 2026
- **Apply:** https://www.dice.com/job-detail/c3e0680a-4d67-47e8-bf6b-38eef7530bf7

## About the Role

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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