Sr Analyst

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

In short

The Sr Analyst will provide first-level technical support, handling incidents and service requests via phone, email, and chat. Responsibilities include troubleshooting Windows 10/11, Office 365, Teams, OneDrive, Citrix, VPN, and RDS issues, while adhering to SLAs and ITIL processes. This role also involves basic Active Directory administration and documenting resolutions in the knowledge base.

Responsibilities

Handle incoming incidents and service requests from end users.
Provide first-level troubleshooting and resolution for common IT issues within defined SLAs.
Log, categorize, prioritize, track, and manage incidents using ITSM tools.
Troubleshoot and resolve issues related to Microsoft Windows 10/11 and Microsoft Office 365.
Support Outlook, Teams, OneDrive, and Microsoft Office applications.
Perform initial troubleshooting for Citrix Virtual Apps & Desktops issues.
Support VPN connectivity issues.
Diagnose and resolve basic Remote Desktop Services (RDS) issues.
Perform preliminary troubleshooting of system performance issues.
Perform basic Active Directory user administration.
Assist users with client-side software installation and configuration.
Resolve basic network connectivity issues.
Configure and support desktops, laptops, peripherals, and remote users.
Escalate unresolved or complex incidents to Level 2 support teams.
Document troubleshooting steps and resolutions in the knowledge base.
Ensure compliance with ITIL processes, SOPs, and security policies.
Maintain accurate work logs and ensure timely ticket closure.
Drive customer satisfaction and improve First Contact Resolution (FCR).

Requirements

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

Desired Qualifications

ITIL Foundation (Preferred)

Benefits

Supercharge your potential at HCLTech.
Find your career and spark at HCLTech.
A place that puts its people first.
Global technology company with over 223,000 people across 60 countries.
Industry-leading capabilities in digital, engineering, cloud, and AI.
Work with clients across Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Skills

ServiceNowMicrosoft Office 365OutlookActive DirectoryMicrosoft TeamsOneDriveCitrixVPNRemote Desktop ServicesWindows 10Windows 11ITILDNSDHCPTCP/IP

#IT Support#Help Desk#Service Desk#Technical Support#Windows#Office 365#Active Directory#Citrix#VPN#Remote Desktop

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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