Sr Analyst

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

In short

The Service Desk Analyst L1 is the initial point of contact for users needing technical assistance, handling incidents and requests via phone, chat, and email. This role involves troubleshooting end-user computing, retail applications, POS systems, and infrastructure services, while escalating issues as needed and ensuring a positive customer experience.

Responsibilities

Serve as the primary contact for users seeking technical assistance through phone, chat, email, and self-service channels.
Log, categorize, prioritize, and manage incidents and service requests using IT Service Management (ITSM) tools.
Perform first-level troubleshooting and resolution for hardware, software, application, network, and access-related issues.
Provide support for desktop, laptop, printer, mobile device, Microsoft 365, and remote access technologies.
Support user account management activities including password resets, account unlocks, and access provisioning.
Monitor incident queues and ensure tickets are updated with accurate troubleshooting details and resolution notes.
Escalate unresolved incidents to appropriate Level 2 or Level 3 support teams in accordance with defined processes.
Communicate effectively with users regarding incident status, resolution progress, and service restoration updates.
Follow ITIL-aligned Incident, Request, Problem, Change, and Knowledge Management processes.
Contribute to continuous improvement initiatives by identifying recurring issues and recommending corrective actions.
Maintain high levels of customer satisfaction through professional communication and timely support.
Utilize Knowledge Management Systems (KMS) to identify solutions and document new knowledge articles.
Provide Level 1 operational support for retail and point-of-sale platforms, including Retalix POS application support and incident triage.
Troubleshoot Verifone payment terminals and transaction-related issues.
Provide NCR retail hardware and software support.
Provide Aloha restaurant and retail POS application support.
Support store opening, store closing, payment processing, and transaction-related incidents.
Perform basic troubleshooting of POS peripherals including scanners, receipt printers, cash drawers, pin pads, and payment devices.
Coordinate with vendors and resolver groups for application and hardware issues.

Requirements

Windows 10/11 Operating Systems.
Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
Active Directory and Azure AD fundamentals.
Remote support tools and remote diagnostics.
VPN and remote connectivity support.
Printer, desktop, laptop, and mobile device troubleshooting.
ServiceNow or equivalent ITSM platform.
Incident, Request, Problem, and Change Management fundamentals.
Knowledge Management and documentation practices.
SLA and ticket lifecycle management.
Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
0-3 years of experience in Service Desk, Help Desk, Technical Support, or IT Operations.

Desired Qualifications

Fresh graduates with relevant internships or technical support exposure may also be considered.
ITIL Foundation certification is desirable.
Exposure to Retail, POS, Hospitality, or Store Operations environments will be an added advantage.
Strong customer service orientation.
Excellent verbal and written communication skills.
Problem-solving and analytical thinking capabilities.
Ability to work collaboratively in a team environment.
Willingness to work in rotational shifts and support global operations.
Ability to perform under pressure and manage multiple priorities effectively.
Retalix support experience (preferred).
Verifone payment solutions exposure (preferred).
NCR retail systems understanding (preferred).
Aloha POS application knowledge (preferred).

Benefits

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark.
All at a place that knows that helping its customers stay on top starts by putting its people first.
Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Skills

Windows 10Windows 11Microsoft 365OutlookTeamsWordExcelPowerPointActive DirectoryAzure ADRemote support toolsVPNServiceNowITILRetalix POSVerifoneNCRAloha POS

#Service Desk#IT Support#Help Desk#Technical Support#Retail#POS

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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