Analyst (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · Database Administration · Systems Engineering

Smart Summary

AI-generated overview of this position

HCLTech is seeking an Analyst (Support & Operations) to serve as the first point of contact for users, providing L1/L1.5 technical support via chat and voice. This role requires adherence to ITIL processes, SLA commitments, and information security standards, with experience in ticketing tools like ServiceNow.

Job Summary

The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5 technical support via chat and voice channels while ensuring adherence to ITIL processes, SLA commitments, and information security standards.

Key Responsibilities

The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5 technical support via chat and voice channels while ensuring adherence to ITIL processes, SLA commitments, and information security standards.

Skill Requirements

Experience in Service Desk / Help Desk operations (L1/L1.5). \r\n• Strong chat and voice support skills. \r\n• Knowledge of ITIL Incident and Request Management. \r\n• Experience with ticketing tools such as ServiceNow. \r\n• Strong communication and customer service skills.

Other Requirements

Bachelor’s degree or equivalent experience preferred.\r\n1–4 years of experience in an enterprise service desk environment.

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