Sr Analyst

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

In short

The Service Desk Agent will provide first-level technical support to end users in English, ensuring timely resolution of incidents and service requests across the offshore support environment. The role requires strong communication skills, customer focus, technical troubleshooting ability, and adherence to defined service levels, processes, and quality standards.

Responsibilities

Provide first-level support for incidents, service requests, and user queries through phone, email, chat, and ticketing tools.
Log, categorize, prioritize, and track tickets accurately in the ITSM tool as per defined process guidelines.
Troubleshoot basic hardware, software, network, access, application, and end-user computing issues.
Perform password resets, account unlocks, access support, and standard request fulfillment as per approved procedures.
Follow standard operating procedures, knowledge base articles, and escalation matrices to resolve issues efficiently.
Escalate unresolved or complex issues to appropriate resolver groups while ensuring proper documentation and follow-up.
Maintain ownership of assigned tickets until closure and ensure timely updates to users and support teams.
Meet defined SLA, quality, productivity, customer satisfaction, and first-call resolution targets.
Communicate professionally with users and internal teams, ensuring a positive customer experience.
Participate in shift handovers, process updates, knowledge sharing, and continuous improvement initiatives.

Requirements

Excellent verbal and written communication skills in English.
Good understanding of IT service desk operations, incident management, and request fulfillment processes.
Basic knowledge of Windows operating systems, Microsoft 365, Outlook, Teams, VPN, browsers, and common enterprise applications.
Ability to troubleshoot desktop, laptop, printer, connectivity, and access-related issues.
Familiarity with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or equivalent platforms.
Strong customer service orientation with patience, empathy, and problem-solving mindset.
Ability to follow documented procedures, knowledge articles, and compliance requirements.
Good typing skills, ticket documentation discipline, and attention to detail.
Ability to work independently and collaboratively in a team-based support environment.

Desired Qualifications

Graduate degree or diploma in any discipline; technical education or IT certification will be an added advantage.
0–3 years of experience in IT service desk, technical support, customer support, or helpdesk operations.
Willingness to work in rotational shifts, including weekends and public holidays, based on business requirements.
Ability to support offshore delivery operations and align with client-specific processes and schedules.
Basic understanding of ITIL concepts is preferred.
Professional behavior, punctuality, ownership, and adherence to data security and confidentiality standards.
Ability to work in a fast-paced, SLA-driven support environment.

Benefits

Opportunity to supercharge your potential and find your career spark at HCLTech.
Be part of a global technology company with a presence in 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

EnglishITSMServiceNowRemedyJira Service ManagementWindowsMicrosoft 365OutlookTeamsVPNITIL

#IT Service Desk#Technical Support#Customer Support#Helpdesk

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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