Sr Analyst

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

In short

As a Sr Analyst in Chennai, Tamil Nadu, you will provide first-level IT technical support for incidents and service requests via phone, email, and chat. You will troubleshoot issues related to Windows, Office 365, Citrix, VPN, and Active Directory, ensuring resolution within SLAs and maintaining accurate documentation.

Responsibilities

Handle incoming incidents and service requests from end users through phone, email, chat, and self-service portals.
Provide first-level troubleshooting and resolution for common IT issues within defined SLAs.
Log, categorize, prioritize, and manage incidents using ServiceNow or other ITSM tools.
Troubleshoot issues related to Microsoft Windows 10/11, Office 365, Outlook, Teams, and OneDrive.
Perform initial troubleshooting for Citrix Virtual Apps & Desktops, VPN, and Remote Desktop Services issues.
Assist users with client-side software installation, configuration, and update-related issues.
Resolve basic network connectivity issues (DNS, DHCP, TCP/IP, LAN/Wi-Fi, printers).
Perform basic Active Directory user administration (password resets, account unlocks, creation).
Document troubleshooting steps and resolutions in the knowledge base.
Ensure compliance with ITIL processes, SOPs, and security policies.

Requirements

Service Desk L1 / IT Help Desk Support experience.
Experience with ServiceNow or Other ITSM Tools.
Proficiency in Microsoft Office 365 & Outlook.
Basic Active Directory Administration skills.
Support experience with Microsoft Teams & OneDrive.
Basic Citrix Support knowledge.
Basic VPN Support knowledge.
Familiarity with Remote Desktop Services (RDS).
Windows 10/11 Administration experience.
Basic System Performance Troubleshooting skills.
Understanding of Basic Networking (DNS, DHCP, TCP/IP).
Experience with Remote Desktop Support.
Excellent Communication and Customer Support Skills.
Hardware & Software Troubleshooting abilities.
Knowledge Base Documentation experience.
SLA Management & Customer Service Excellence.

Desired Qualifications

ITIL Foundation (Preferred).

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark.
A place that puts its people first.
Work at a global technology company with over 223,000 employees.
Opportunity to work with clients across major verticals including Financial Services, Manufacturing, Life Sciences, Technology, Telecom, Retail, and Public Services.

Skills

ServiceNowITILMicrosoft Office 365OutlookMicrosoft TeamsOneDriveActive DirectoryCitrixVPNRemote Desktop ServicesWindows 10Windows 11DNSDHCPTCP/IP

#IT Help Desk#Service Desk#Troubleshooting#SLA Management#Customer Support

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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