At HCLTech, I provided Level 1 and Level 2 technical support through phone, email, chat, and ticketing systems. I troubleshot Windows, application, hardware, printer, and network issues.
I managed incidents in ServiceNow/pulse, assisted with software installation and Microsoft 365 support, and guided users through remote troubleshooting. I also supported account access, password resets, and connectivity issues.
I documented troubleshooting steps and resolutions, followed SLA requirements, and escalated complex incidents to the appropriate teams. By recording common issues and their fixes, I contributed to reducing repeat incidents.
