The Job

Analyst (Support & Operations)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support · Mjukvaruutveckling

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I korthet

The Service Desk L1 Engineer provides first-level technical support for hardware, software, network, and application issues. Responsibilities include incident logging, troubleshooting, service request fulfillment, and ensuring excellent customer experience while adhering to SLAs. Requires experience with ITSM tools, Windows, Microsoft Office, and Active Directory.

Ansvarsområden

  • Serve as the first point of contact for end users, providing technical support for hardware, software, network, and application-related issues.
  • Log, categorize, prioritize, and track incidents and service requests using ITSM tools such as ServiceNow.
  • Perform first-level troubleshooting for hardware, software, operating systems, network connectivity, Outlook, Microsoft Office, Teams, VPN, and printer-related issues.
  • Provide user account support including password resets, account unlocks, and access-related requests.
  • Resolve incidents within defined SLA timelines and ensure accurate documentation.
  • Escalate unresolved issues to L2/L3 support teams while maintaining ownership until closure.
  • Communicate effectively with users regarding incident status, resolution, and expected timelines.
  • Contribute to knowledge management by utilizing and updating knowledge articles, SOPs, and FAQs.
  • Support ITIL-based Incident, Request, and Problem Management processes.

Krav

  • ServiceNow or any ITSM tool
  • Windows 10/11 Administration
  • Microsoft Office / Office 365
  • Outlook and Teams Support
  • Active Directory Basics
  • Password & Access Management
  • VPN and Remote Desktop Support
  • Printer and Peripheral Troubleshooting

Önskade kvalifikationer

  • Strong verbal and written communication skills
  • Customer-centric approach
  • Problem-solving and analytical skills
  • Ability to work in a 24x7 support environment

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career at HCLTech.
  • Find your spark at HCLTech.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#IT Support#Service Desk#Technical Support#ITSM#Nagpur
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Företag

HCLTech

Publicerade jobb

för 4 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Nagpur, India

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