Sr Analyst

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

In short

The Service Desk Analyst L1 in Lucknow, India, is the first point of contact for end-user technical assistance, handling incidents and service requests via various channels. This role supports end-user computing, retail applications, and critical business applications, requiring troubleshooting skills and excellent customer service. Responsibilities include logging, categorizing, and resolving issues, escalating when necessary, and adhering to ITIL processes.

Responsibilities

Serve as the primary contact for users seeking technical assistance.
Log, categorize, prioritize, and manage incidents and service requests using ITSM tools.
Perform first-level troubleshooting and resolution for hardware, software, application, network, and access-related issues.
Support desktop, laptop, printer, mobile device, Microsoft 365, and remote access technologies.
Support user account management activities including password resets and account unlocks.
Monitor incident queues and ensure tickets are updated with accurate details.
Escalate unresolved incidents to appropriate support teams.
Communicate effectively with users regarding incident status.
Follow ITIL-aligned Incident, Request, Problem, Change, and Knowledge Management processes.
Contribute to continuous improvement initiatives.
Maintain high levels of customer satisfaction.
Provide Level 1 operational support for retail and point-of-sale platforms.
Support for store opening, store closing, payment processing, and transaction-related incidents.
Basic troubleshooting of POS peripherals.
Coordination 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.
Exposure to Retail POS applications.
Retalix support experience (preferred).
Verifone payment solutions exposure (preferred).
NCR retail systems understanding (preferred).
Aloha POS application knowledge (preferred).
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.
ITIL Foundation certification is desirable.
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.

Desired Qualifications

Fresh graduates with relevant internships or technical support exposure may also be considered.
Exposure to Retail, POS, Hospitality, or Store Operations environments will be an added advantage.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

Windows 10/11Microsoft 365OutlookTeamsWordExcelPowerPointActive DirectoryAzure ADRemote support toolsVPNServiceNowRetalixVerifoneNCRAloha POS

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

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…

See all open jobs at HCLTech Read more about HCLTech Website