The Job

Senior Analyst - English, Italian, Microsoft Windows

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

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In short

Global IT Service Desk Analyst role requiring proficiency in Windows 10/11, MDM, iOS, Microsoft Intune, Office 365, Active Directory, and VPN troubleshooting. Must have strong customer service and communication skills, with experience in ServiceNow and remote support tools. The position involves 24/7 support across three shifts in a 100% work-from-office environment.

Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance over the phone, chat, or self-service ticket.
  • Provide 24/7 support across three shifts.
  • Troubleshoot Windows 10/11 Operating System issues.
  • Support MDM, Mobile Web Apps, and iOS.
  • Provide advanced troubleshooting for Microsoft Office 365 and license issues.
  • Configure and troubleshoot Virtual Private Network (VPN).
  • Resolve issues remotely using Remote Desktop or similar tools.
  • Collaborate with peers to find solutions.
  • Make decisions and work towards issue resolution in a fast-paced environment.
  • Escalate major incidents to Shift Leads/next level team (RDS).

Requirements

  • Proficient in supporting Windows 10/11 Operating System advanced troubleshooting.
  • Proficient in MDM and Mobile Web Apps, iOS.
  • General knowledge of Microsoft Intune.
  • Proficient in Microsoft Office 365 advanced troubleshooting and license issues.
  • Experience with Windows Active Directory.
  • Experience with Virtual Private Network (VPN) configuration and troubleshooting.
  • Experience with ServiceNow or similar ticketing system.
  • Experience resolving issues remotely using Remote Desktop or similar tool.
  • Strong customer service skills.
  • Excellent Verbal Communication Skills.
  • General IT knowledge / troubleshooting skills.
  • Demonstrates strong analytical and problem-solving skills.
  • Ability to work as part of a large global team, collaborating with peers to find solutions.
  • Ability to work at a fast pace, making decisions and working towards resolution of an issue.

Desired Qualifications

  • Bachelor’s degree preferred.
  • Support Certifications desired, but not required.
  • Knowledge in desktop and notebook hardware, operating systems and desktop software.
  • Ready to Work from Office 100%.

Benefits

  • 24x7 Rotational shifts.
#IT Service Desk#Technical Support#Windows#Microsoft#Office 365#Active Directory#VPN#ITSM#Remote Support#Customer Service#Troubleshooting#Global Team#Fast-paced
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Company

HCLTech

Job Posted

1 day ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Senior

Locations

Nagpur, India

Qualification

Bachelor

Applicants

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