The Job

Sr Analyst

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

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I korthet

The Service Desk Analyst L1 is the first point of contact for end-user technical assistance, handling incidents and service requests via phone, chat, and email. This role provides support for computing, retail, POS, and business applications, ensuring timely resolution and excellent customer experience within ITIL framework.

Ansvarsområden

  • Serve as the primary contact for users seeking technical assistance.
  • 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.
  • Escalate unresolved incidents to appropriate support teams.
  • Communicate effectively with users regarding incident status and updates.
  • Follow ITIL-aligned Incident, Request, Problem, Change, and Knowledge Management processes.
  • Contribute to continuous improvement by identifying recurring issues.
  • Utilize Knowledge Management Systems to identify solutions and document new articles.
  • Provide Level 1 operational support for retail and point-of-sale platforms.

Krav

  • 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.
  • 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.

Önskade kvalifikationer

  • Retalix support experience (preferred).
  • Verifone payment solutions exposure (preferred).
  • NCR retail systems understanding (preferred).
  • Aloha POS application knowledge (preferred).
  • Fresh graduates with relevant internships or technical support exposure may also be considered.
  • ITIL Foundation certification is desirable.
  • Exposure to Retail, POS, Hospitality, or Store Operations environments will be an added advantage.

Förmåner

  • Opportunity to supercharge your potential.
  • Find your career.
  • Find your spark.
  • Work at a place that puts its people first.
  • Be part of a global technology company with over 223,000 people across 60 countries.
  • Deliver industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Work with clients across all major verticals.
#Service Desk#IT Support#Technical Support#Retail POS#Customer Service
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Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Junior

Platser

Lucknow, India

Kvalifikation

Kandidatexamen

Sökande

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