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Hexaware Technologies · 6 hours ago

Service Desk

United States

Full-time

Remote

Mid Level

3+ years exp

Hexaware Technologies is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to clients worldwide. The Service Desk role involves managing Service Desk activities, including ownership of Incident and Service Request processes, and ensuring effective communication with service managers and teams.

BankingConsultingInfrastructureInsuranceInsurTechSoftware

H1B Sponsor Likely

Responsibilities

Manage Service Desk activities, including full ownership of Incident and Service Request process handling

Liaise effectively with the Service Manager and designated Change lead as required

Assist in the development and issuance of Service Desk Operational Reports

Log and triage incidents in ITSM for all end-user related incidents, service requests, and problems

Assign tickets to the appropriate Workplace Services, Application Services, or Infrastructure Operations teams based on severity and priority

Monitor incidents, service requests, problem, and change tickets to ensure resolution within SLA

Escalate unresolved tickets according to the established escalation mechanisms

Analyze ticket trends and generate reports with recommended improvement actions

Create basic documentation and knowledge base articles to support continuous improvement

Qualification

Service Desk operationsIncident ManagementChange ManagementProblem ManagementVoice call supportDocumentation skillsCommunication skills

Required

Graduate with a minimum of 3 years of experience in Service Desk operations

Excellent communication and conversational skills in English

Proficient in voice call support

Strong understanding of Incident, Change, and Problem Management processes

Good documentation skills covering technical details, process updates, ticket status, and quality suggestions

Company

Hexaware Technologies

Glassdoor3.8

At Hexaware, we're not just a global technology and business process services company; we're a community of 31,600+ Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology.

Founded in 1990

Iselin, New Jersey, USA

10001+ employees

https://hexaware.com

H1B Sponsorship

Hexaware Technologies has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (629)

2024 (703)

2023 (510)

2022 (648)

2021 (647)

2020 (1064)

Funding

Current Stage

Public Company

Total Funding

$67.69M

Key Investors

MAPE Advisory GroupGeneral Atlantic

2021-10-23Acquired

2013-01-01Post Ipo Equity

2006-10-01Post Ipo Equity

Leadership Team

P R Chandrasekar

Vice Chairman & CEO

Srikrishna Ramakarthikeyan

CEO

Recent News

PR Newswire UK

Hexaware Reports CY25 Revenue of USD 1,537.4 Mn, Marking 7.6% YoY Growth Q4CY25 Revenue at USD 389 Mn, Up 4.5% YoY, EBITDA Expands by 65 bps YoY

2026-02-05

Business Standard India

Hexaware Q4 net profit halves to ₹100 crore on New Labour Code provisions

2026-02-05

Business Wire

AI, Integration Speed Manufacturing Modernization

2026-02-04

Company data provided by crunchbase