Service Desk Analyst

About the Company

HCLTech is a multinational technology firm employing over 223,000 professionals in 60 countries. It provides advanced services in AI, digital, engineering, cloud, and software areas, serving clients across sectors such as Financial Services, Manufacturing, Life Sciences and Healthcare, Technology, Semiconductor, Telecom, Retail, Mobility, and Public Services. The company reported consolidated revenues of $14.8 billion as of June 2026.

Role Overview and Key Responsibilities

• Deliver Level 1 technical support to end users via phone, email, and chat.
• Troubleshoot and resolve hardware, software, and basic network connectivity problems.
• Record incidents, service requests, and solutions within the Incident Management System.
• Escalate complex issues to higher-level support teams and ensure resolution within SLA.
• Manage user account provisioning and administrative tasks.
• Provide remote desktop support in accordance with established SOPs.
• Collaborate with internal teams, vendors, and support personnel to resolve issues.
• Conduct root cause analysis on escalated or repetitive problems.
• Resolve tickets independently, adhering to SLA timelines and quality standards.
• Comply with quality, regulatory, and company policies.
• Maintain documentation such as configuration standards and knowledge base articles.
• Engage in value-added tasks including updating knowledge bases, training new analysts, and coaching peers.
• Support initiatives aimed at improving customer satisfaction, first call resolution, and service quality.

Skills and Requirements

• Proficiency in verbal and written communication.
• Hands-on experience in technical support with knowledge of networking fundamentals.
• Strong troubleshooting capabilities for client software and end-user computing environments.
• Ability to prioritize and manage customer issues efficiently.
• Open to continuous learning and participation in training programs.
• Customer-centric approach with keen attention to detail and thorough problem-solving skills.

Eligibility Criteria

• Completion of graduation with no outstanding backlogs.
• Between 6 months to over 5 years of full-time relevant IT support experience; internships and apprenticeships are excluded.
• Candidates who have previously participated in HCLTech recruitment for this role are not eligible.