The Job

Senior Analyst - English, Arabic, Microsoft Windows

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

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In short

As a Senior Analyst in Lucknow, you will be the primary IT support contact, providing advanced troubleshooting and guidance to the Service Desk team. This role involves managing incidents, requests, and ensuring SLA compliance across Windows, Microsoft 365, and other core IT systems.

Responsibilities

  • Serve as the primary point of contact for end-user IT support.
  • Provide advanced troubleshooting, ticket management, and operational guidance to the Service Desk team.
  • Ensure timely resolution of incidents and adherence to SLA targets.
  • Log, classify, prioritize, and resolve incidents and service requests.
  • Troubleshoot hardware, software, network, VPN, email, Office 365, and application-related issues.
  • Monitor ticket queues to ensure SLA compliance and timely resolution.
  • Escalate complex incidents to L2/L3 support teams.
  • Handle Major Incident communications and business escalations.
  • Support Windows operating systems, Microsoft Office applications, Active Directory, remote access tools, and collaboration platforms.
  • Perform password resets, account unlocks, software installations, and permission management.
  • Diagnose network connectivity, printer, and endpoint-related issues.
  • Utilize ITSM tools such as ServiceNow for ticket management and reporting.

Requirements

  • Windows 10/11 Administration
  • Microsoft 365 / Outlook
  • Active Directory & Azure AD
  • ServiceNow or similar ITSM tools
  • VPN & Remote Access Support
  • Basic Networking (TCP/IP, DNS, DHCP)
  • Remote Support Tools
  • Incident, Problem & Change Management awareness
  • Excellent verbal and written communication
  • Strong customer service orientation
  • Analytical and problem-solving abilities
  • Leadership and mentoring capability
  • Time management and multitasking
  • Stakeholder management and escalation handling
  • 4–7 years of experience in IT Service Desk / Technical Support.
  • Experience handling priority incidents and business-critical users.
  • Working knowledge of ITIL processes preferred.
  • Bachelor's degree in Computer Science, Information Technology, or relevant field.
  • ITIL Foundation Certification preferred.
  • ServiceNow certification is an added advantage

Desired Qualifications

  • Itil Foundation Certification (Optional But Valuable).
  • Comptia A+ Certification (Optional But Valuable)

Benefits

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • Place that knows that helping its customers stay on top starts by putting its people first.
  • Global technology company, home to more than 223,000 people across 60 countries.
  • Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Powered by a broad portfolio of technology services and products.
  • 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.
  • Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.
#IT Support#Service Desk#Technical Support#Windows#Microsoft 365#Active Directory#ServiceNow#VPN#Networking#ITIL
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Company

HCLTech

Job Posted

8 hours ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Lucknow, India

Qualification

Bachelor

Applicants

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