LH_IMS_Managed Services_FPP H&I3
Level 1 Service Desk Support Provide first-line IT support as the initial point of contact for users. Receive, log, categorize, prioritize, and manage incidents and service requests through approved channels and ServiceNow. Troubleshoot standard end-user issues, including access, password resets, Microsoft 365, applications, hardware, software, connectivity, and general IT support. Use knowledge articles, SOPs, scripts, and approved tools to resolve issues at first contact where possible. Escalate tickets to Level 2 or resolver groups when outside scope, ensuring complete documentation, accurate categorization, priority, business impact, troubleshooting steps, and resolution notes. Communicate professionally with users, provide timely updates, handle VIP or high-priority issues appropriately, and support SLA compliance. Identify recurring issues, knowledge gaps, and automation opportunities. Required skills include customer service, hardware troubleshooting, Microsoft 365, Azure and Active Directory basics, ServiceNow knowledge, ITIL Foundations understanding, accurate ticket documentation, attention to detail, and ability to work in a high-volume shift environment. Language requirement: B2 minimum, C1 preferred, across speaking, listening, writing, and technical context.
Hexaware Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hexaware Technologies and has not been reviewed or approved by Hexaware Technologies.
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Healthcare Strength — Feedback suggests health insurance is a standout element, often described as strong and comparable or better than many employers. Medical coverage and related protections are repeatedly highlighted as reliable pillars of the package.
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Parental & Family Support — Parental leave options, including extended paid leave in some locations, are offered and seen as valuable for family needs. Feedback suggests these policies complement core medical coverage for a more complete family safety net.
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Wellbeing & Lifestyle Benefits — Wellbeing resources such as an Employee Assistance Program, wellness initiatives, on-site gyms, and engagement activities provide lifestyle support. These offerings are reinforced by flexible work options and shift-related extras where applicable.
Hexaware Technologies Insights
What We Do
At Hexaware, we're not just a global technology and business process services company; we're a community of 27,000 Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 40+ offices across 19 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed. As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner. Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.
