The Job

Sr Analyst

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

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I korthet

As a Sr Analyst (Service Desk L1 Engineer) in Nagpur, India, you will be the primary point of contact for users needing technical assistance with hardware, software, and network issues. Your responsibilities include logging incidents, performing initial troubleshooting, fulfilling service requests, and ensuring adherence to SLAs.

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 like ServiceNow.
  • Perform first-level troubleshooting for issues related to hardware, software, operating systems, network connectivity, Outlook, Microsoft Office, Teams, VPN, and printers.
  • Provide user account support, including password resets and account unlocks.
  • Resolve incidents within defined SLA timelines and escalate unresolved issues to L2/L3 support teams.
  • Communicate effectively with users regarding incident status and resolution.
  • Contribute to knowledge management by utilizing and updating knowledge articles and SOPs.
  • Support ITIL-based Incident, Request, and Problem Management processes.

Krav

  • ServiceNow or any ITSM tool experience.
  • Proficiency in Windows 10/11 Administration.
  • Experience with Microsoft Office / Office 365.
  • Support experience for Outlook and Teams.
  • Basic Active Directory knowledge.
  • Familiarity with Password & Access Management.
  • Experience with VPN and Remote Desktop Support.
  • Skills in 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 and spark at a company that prioritizes its people.
  • Work at a global technology company with over 223,000 employees across 60 countries.
  • Deliver industry-leading capabilities centered around digital, engineering, cloud, and AI.
#IT Support#Service Desk#Technical Support#Hardware#Software#Network#Applications#Incidents#Service Requests#SLAs#Customer Experience#Troubleshooting#Windows#Microsoft Office#Outlook#Teams#Active Directory#Password Management#Access Management#VPN#Remote Desktop#Printers#ITIL
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Företag

HCLTech

Publicerade jobb

för 4 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Nagpur, India

Sökande

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