Senior IT Service Desk Specialist (L1)

About the role

HCLTech is seeking a Senior IT Service Desk Specialist (L1) to join its Bulgaria team supporting a strategic international client’s large‑scale modernization project. The role involves being the primary technical point of contact for end‑users, handling hardware and software incidents, and ensuring service continuity in a complex enterprise environment.

Key responsibilities

• Lead troubleshooting, diagnosis and resolution of technical incidents across laptops, desktops, tablets, mobile devices and peripheral equipment.
• Perform software installations, configurations and manage user access and authentication.
• Tri­age incoming support requests and coordinate with specialized support teams.
• Maintain expert‑level knowledge of client hardware, software and enterprise applications.
• Build and maintain relationships with vendors and external partners.
• Use knowledge‑management tools and collaborate with Service Desk peers to resolve recurring issues.
• Ensure documentation and management tools are accurate and up to date.

Required profile

• Minimum 1 year of experience in a Service Desk or IT Support role.
• Proficient English communication skills, both written and verbal.
• Strong problem‑analysis, troubleshooting and resolution capabilities.
• Experience supporting business users in a corporate or enterprise environment.
• Residency in Sofia, Bulgaria.

Required skills

• Hardware troubleshooting (PCs, laptops, tablets, mobile devices, printers, routers, peripheral devices).
• Software installation and configuration.
• Microsoft Office suite.
• User account management and authentication systems.
• Knowledge‑management tools.