Sr Analyst
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
Responsibilities
- Serve as the primary contact for users seeking technical assistance via phone, chat, email, and self-service.
- 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 issues.
- Support desktop, laptop, printer, mobile device, Microsoft 365, and remote access technologies.
- Handle 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 Level 2 or Level 3 support teams.
- Communicate effectively with users regarding incident status and resolution progress.
- Follow ITIL-aligned Incident, Request, Problem, Change, and Knowledge Management processes.
- Utilize Knowledge Management Systems to find solutions and document articles.
- Provide Level 1 operational support for retail and point-of-sale platforms, including Retalix, Verifone, NCR, and Aloha POS.
Requirements
- Windows 10/11 Operating Systems knowledge.
- Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint) proficiency.
- Active Directory and Azure AD fundamentals.
- Experience with remote support tools and remote diagnostics.
- VPN and remote connectivity support.
- Troubleshooting skills for printers, desktops, laptops, and mobile devices.
- Experience with ServiceNow or equivalent ITSM platform.
- Understanding of 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.
- 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
- Retalix support experience (preferred).
- Verifone payment solutions exposure (preferred).
- NCR retail systems understanding (preferred).
- Aloha POS application knowledge (preferred).
- Fresh graduates with relevant internships or technical support exposure may be considered.
- ITIL Foundation certification is desirable.
- Exposure to Retail, POS, Hospitality, or Store Operations environments will be an added advantage.
Benefits
- Opportunity to supercharge your potential and find your career spark at HCLTech.
- Be part of a global technology company with over 230,000 people across 60 countries.
- Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
Skills
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…
Company
HCLTechJob Posted
6 days ago
Employment Type
Full Time
Work mode
On Site
Experience Level
Entry
Locations
Lucknow, India
Qualification
Applicants
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