Senior Analyst - English, French, Microsoft Windows

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

In short

Seeking a Service Analyst with 2–3 years of IT service management experience to support incident and service request management, SLA tracking, operational reporting, and coordination with technical teams. The candidate should possess strong analytical and communication skills, knowledge of ITIL processes, and experience with ServiceNow or similar ITSM tools.

Responsibilities

Manage and track incidents and service requests from logging through resolution and closure, ensuring appropriate prioritization and timely updates.
Monitor SLA/KPI performance and proactively follow up with resolver teams to prevent SLA breaches.
Coordinate with technical and support teams to facilitate timely resolution of incidents and service requests.
Support Incident, Request, Problem, and Change Management processes in line with ITIL practices.
Maintain accurate ticket information, including categorization, priority, status, resolution notes, and closure details.
Coordinate and follow up on Major/Priority incidents, ensuring appropriate communication and escalation to relevant stakeholders.
Work with internal teams and third-party vendors to track dependencies and ensure timely resolution of service issues.
Support continuous service improvement (CSI) initiatives by identifying process gaps and recommending practical improvements.
Ensure activities are performed in accordance with established ITSM processes, operational procedures, and governance requirements.
Use ITSM tools such as ServiceNow or equivalent platforms for ticket management, reporting, and service tracking.
Provide clear and timely communication to stakeholders regarding service issues, planned activities, progress, and resolution status.

Requirements

2-3 years of IT service management experience
Strong analytical and communication skills
Knowledge of ITIL processes
Experience with ServiceNow or similar ITSM tools
Proficiency in English and French
Knowledge of Microsoft Windows

Benefits

Supercharge your potential at HCLTech
Find your career and your spark
A place that puts its people first

Skills

Service DeskITILITSMServiceNowIncident ManagementSLA ManagementKPI ManagementMajor Incident ManagementService ReportingMicrosoft ExcelStakeholder ManagementContinuous Service ImprovementMicrosoft Windows

#Service Analyst#IT Service Management#Incident Management#Service Request Management#SLA Tracking#Operational Reporting#ITIL#ServiceNow#Noida

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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