Sr Analyst

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

In short

Provide first-level IT support to employees for queries and issues, acting as a single point of contact through various support channels. Manage incidents, service requests, and ensure SLA compliance while contributing to service improvements and employee satisfaction.

Responsibilities

Provide first-level support to employees for IT-related queries, requests, and service issues.
Act as a single point of contact and ensure a positive employee support experience.
Handle employee interactions through calls, chat, email, and service tickets.
Log, categorize, prioritize, track, and follow up on incidents and service requests.
Resolve common end-user issues using knowledge articles, SOPs, and troubleshooting guidelines.
Coordinate with resolver groups for issues requiring higher-level technical support.
Maintain ownership of cases through closure and communicate status to employees.
Perform timely follow-ups on pending tickets to support SLA compliance.
Identify recurring issues and contribute to knowledge-base updates and service improvements.
Support onboarding/offboarding and standard employee IT service requests.
Maintain accurate ticket documentation and adhere to ITSM processes.
Contribute to employee satisfaction through professional communication.

Requirements

Good understanding of IT Service Desk / Employee Support operations.
Working knowledge of incident and service request management.
Familiarity with ITSM/ticketing tools such as ServiceNow or equivalent.
Basic understanding of Windows, Microsoft 365, user accounts, access, applications, and common workplace IT issues.
Strong verbal and written communication skills.
Good customer-service orientation, ownership, and follow-up skills.
Ability to work with multiple support teams and manage escalations effectively.
Willingness to work in a 24x7 support environment, if required.

Desired Qualifications

Preferred ITIL Foundation awareness/certification.
Prior experience in Service Desk, Employee Care, IT Helpdesk, or End-User Support.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

IT Service DeskIncident ManagementService Request ManagementITSMServiceNowMicrosoft 365Windows

#IT Service Desk#Employee Support#Incident Management#Service Request Management#ITSM#Ticketing Tools#Windows#Microsoft 365#Customer Service

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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