Analyst - English, German, Microsoft Windows
Technology, Data & Digital · IT Infrastructure & Security · IT Support
In short
The Service Desk Analyst will be the primary contact for users, offering L1/L1.5 technical support via chat and voice. This role requires adherence to ITIL processes, SLA commitments, and information security standards, with a focus on first-contact resolution and ticket tracking.
Responsibilities
- Receive, log, and handle incidents and service requests via chat and calls.
- Classify, prioritize, and categorize incidents and service interruptions.
- Provide first-contact resolution for common service requests.
- Escalate complex or unresolved incidents per SLA guidelines.
- Track tickets from logging to resolution and closure.
- Communicate status and resolution updates to users and stakeholders.
- Support operations during change activities with minimal service disruption.
- Maintain accurate records and catalog incidents by symptom and resolution.
- Assist in tracking service reliability and performance data.
Requirements
- Experience in Service Desk / Help Desk operations (L1/L1.5).
- Strong chat and voice support skills.
- Knowledge of ITIL Incident and Request Management.
- Experience with ticketing tools such as ServiceNow.
- Strong communication and customer service skills.
- Proficiency in English and German.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
- Global technology company with over 223,000 people across 60 countries.
- Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
#Service Desk#Help Desk#L1#L1.5#ITIL#SLA#English#German#Microsoft Windows
Company
HCLTech
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Others, India
Applicants
Be an early applicant