Sr Analyst

Job description

Service Desk Engineer (FSO) – 24x7 Support Position Summary We are seeking a highly motivated and customer-focused Service Desk Engineer to provide Level 1/Level 2 IT support services in a 24x7 operational environment. The candidate will be responsible for incident resolution, service request fulfillment, troubleshooting end-user issues, supporting collaboration platforms, and ensuring high service availability across global locations. Key Responsibilities Key Responsibilities Service Desk Operations Provide first-line and second-line technical support to end users. Handle incidents, service requests, and escalations as per defined SLAs. Monitor, troubleshoot, and resolve hardware, software, and network-related issues. Support major incident management activities and critical issue resolution. Maintain accurate documentation of incidents, troubleshooting steps, and resolutions. Unified Communications & Collaboration Support Support and troubleshoot: Microsoft Teams Zoom Meetings and Zoom Rooms Avaya Telephony Systems Audio Visual (AV) conferencing equipment Microsoft 365 applications End User Computing Support Windows desktop and laptop support. Outlook, Office 365, Exchange Online support. Active Directory user administration. Printer and peripheral troubleshooting. Remote support for global users. Automation & Scripting Develop and maintain automation scripts to improve operational efficiency. Utilize: PowerShell Python Shell Scripting Hands-on experience with: Ansible Terraform Support Infrastructure-as-Code (IaC) and automation initiatives. Technical Skills Mandatory Skills Microsoft Teams Administration and Troubleshooting Zoom Administration and Support Avaya Voice/Telephony Systems Audio Visual (AV) Room Support Windows 11 Support Microsoft 365 Suite Active Directory Incident & Service Request Management Remote Desktop Support Preferred Skills ITIL Foundation Certification ServiceNow or equivalent ITSM tools Support Coverage Willingness to work in a 24x7 shift-based support environment. Comfortable with rotational shifts, weekend support, and on-call duties. Ready to support global business operations across multiple time zones. Experience 1–3 years of experience in Service Desk, End User Support, or IT Operations. Experience supporting enterprise collaboration and telephony platforms. Experience in multinational/global support environments is preferred. Soft Skills Excellent verbal and written communication skills. Strong customer service orientation. Analytical problem-solving skills. Ability to prioritize and manage multiple tasks. Team player with a proactive approach to issue resolution. Additional Requirement Candidate must be open to rotational shifts and 24x7 operational support. Willingness to participate in major incident bridges, after-hours support, and business continuity activities. Skill Requirements Other Requirements Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. 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