Sr Analyst

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

In short

The Service Desk Analyst L1 is the primary contact for users needing technical assistance, handling incidents and service requests across various platforms. Responsibilities include first-level troubleshooting for hardware, software, retail applications, and infrastructure, ensuring excellent customer experience and timely resolution.

Responsibilities

Serve as the primary contact for users seeking technical assistance via phone, chat, email, and self-service.
Log, categorize, prioritize, and manage incidents and service requests using ITSM tools.
Perform first-level troubleshooting and resolution for hardware, software, application, network, and access-related issues.
Provide support for desktop, laptop, printer, mobile device, Microsoft 365, and remote access technologies.
Support user account management activities including password resets and account unlocks.
Monitor incident queues and ensure tickets are updated with accurate troubleshooting details.
Escalate unresolved incidents to appropriate Level 2 or Level 3 support teams.
Communicate effectively with users regarding incident status and resolution progress.
Follow ITIL-aligned Incident, Request, Problem, Change, and Knowledge Management processes.
Contribute to continuous improvement by identifying recurring issues and recommending corrective actions.
Provide Level 1 operational support for retail and point-of-sale platforms, including Retalix, Verifone, NCR, and Aloha POS.
Support store opening, store closing, payment processing, and transaction-related incidents.
Perform basic troubleshooting of POS peripherals like scanners, receipt printers, and pin pads.
Coordinate with vendors and resolver groups for application and hardware issues.

Requirements

Windows 10/11 Operating Systems.
Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
Active Directory and Azure AD fundamentals.
Remote support tools and remote diagnostics.
VPN and remote connectivity support.
Printer, desktop, laptop, and mobile device troubleshooting.
ServiceNow or equivalent ITSM platform.
Incident, Request, Problem, and Change Management fundamentals.
Knowledge Management and documentation practices.
SLA and ticket lifecycle management.
Exposure to Retail POS applications.
Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
0-3 years of experience in Service Desk, Help Desk, Technical Support, or IT Operations.
Fresh graduates with relevant internships or technical support exposure may also be considered.

Desired Qualifications

Retalix support experience (preferred).
Verifone payment solutions exposure (preferred).
NCR retail systems understanding (preferred).
Aloha POS application knowledge (preferred).
ITIL Foundation certification is desirable.
Exposure to Retail, POS, Hospitality, or Store Operations environments will be an added advantage.
Strong customer service orientation.
Excellent verbal and written communication skills.
Problem-solving and analytical thinking capabilities.
Ability to work collaboratively in a team environment.
Willingness to work in rotational shifts and support global operations.
Ability to perform under pressure and manage multiple priorities effectively.

Benefits

Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Skills

Windows 10/11Microsoft 365OutlookTeamsWordExcelPowerPointActive DirectoryAzure ADRemote support toolsRemote diagnosticsVPNPrinter troubleshootingDesktop troubleshootingLaptop troubleshootingMobile device troubleshootingServiceNowITSMIncident ManagementRequest ManagementProblem ManagementChange ManagementKnowledge ManagementRetalix POSVerifoneNCRAloha POS

#Service Desk#Technical Support#IT Support#End User Computing#Retail Applications#POS Systems#Infrastructure#Windows#Microsoft 365#Active Directory#Azure AD#VPN#ITIL#ServiceNow#Retalix#Verifone#NCR#Aloha

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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