Service Desk Specialist

HCLTech is a global technology company, home to 221,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering and cloud 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. 

Skillset & Desired Characteristics

• Ability to establish strong client relationship
• Collaboration and interpersonal skills
• Excellent written, oral communication and negotiation skills is a must
• Exceptional interpersonal & relationship management skills
• Ability to work with internal/ external stakeholders
• Strong process compliance
• KPI tracking & improvement mindset
• Team Player

Nice to have:

• Well versed with Marketing concepts such as Demand Gen, Marketing campaigns
• Experience on automation tools including (but not limited to) SFMC, Braze & Marketo
• Deft in organizing, interpreting, and communicating market information to facilitate the decision-making process of the top management
• Prior experience in working with PMS
• Good cultural awareness
• Agile Methodology

• Verify all the requirements, necessary approvals and assign the tasks to the team
• Manage operational prioritization and capacity planning for all activities to maximize utilization
• Daily communication with clients about campaigns preparation/approvals/launch regarding production status or application related inquiries
• Coordinate and deliver client requests within established Service Level Agreements (SLAs) by proactively monitoring and managing the fulfilment process
• Accountable for resolving client issues, proposing solutions, and escalating to the appropriate person to the point of resolution
• Ensure both the internal team and clients adhere to set process guidance
• Work collaboratively with different teams to ensure effectiveness of automated campaigns.

• Medical insurance
• Life insurance
• Trainings
• Courses
• Remote work allowance / Utilities reimbursement
• Laptop
• Meal vouchers