Sr Analyst

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

In short

As a Sr Analyst in Chennai, India, you will provide first-level IT support for incidents and service requests via phone, email, and chat. You will troubleshoot issues related to Windows 10/11, Office 365, Teams, OneDrive, Citrix, VPN, and basic network connectivity, 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, track, and manage incidents using ServiceNow or other ITSM tools.
Troubleshoot and resolve basic issues related to Microsoft Windows 10/11 and Microsoft Office 365.
Provide technical support for Outlook, Teams, OneDrive, and Microsoft Office applications.
Perform initial troubleshooting for Citrix Virtual Apps & Desktops issues and escalate if required.
Support VPN connectivity issues and remote access troubleshooting.
Diagnose and resolve basic Remote Desktop Services (RDS) issues.
Perform preliminary troubleshooting of system performance issues.
Perform basic Active Directory user administration, including password resets and account unlocks.
Assist users with client-side software installation, configuration, and update-related issues.
Resolve basic network connectivity issues involving DNS, DHCP, TCP/IP, LAN/Wi-Fi, and printer connectivity.
Configure and support desktops, laptops, peripherals, and remote users.
Escalate unresolved or complex incidents to Level 2 support teams as required.
Document troubleshooting steps, known issues, and resolutions in the knowledge base.
Ensure compliance with ITIL processes, SOPs, and security policies.
Maintain accurate work logs and ensure timely ticket closure while meeting SLA targets.
Drive customer satisfaction by providing quality support, improving First Contact Resolution (FCR), and minimizing ticket reopen rates.

Requirements

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

Desired Qualifications

ITIL Foundation (Preferred)

Benefits

You'll supercharge your potential.
You'll find your career.
And you'll find your spark.
All at a place that knows that helping its customers stay on top starts by putting its people first.

Skills

ServiceNowITSMMicrosoft Office 365OutlookMicrosoft TeamsOneDriveCitrixVPNRemote Desktop ServicesWindows 10Windows 11Active DirectoryDNSDHCPTCP/IPITIL

#IT Help Desk#Service Desk#Technical Support#Windows#Office 365

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