Analyst (Support & Operations)

Job description

The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. The role is responsible for logging, categorizing, prioritizing, troubleshooting, and resolving IT incidents and service requests while delivering excellent customer service and meeting agreed service levels (SLAs). The analyst acts as the single point of contact (SPOC) between IT and business users, ensuring timely issue resolution and effective communication. [Service De...k Overview | PowerPoint] , [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word] Key Responsibilities Incident & Request Management Receive and manage incidents and service requests via phone, email, chat, self-service portal, and ticketing tools. Log, categorize, prioritize, and track tickets accurately. Perform first-level troubleshooting and attempt first-call resolution. Escalate unresolved issues to appropriate Level 2/Level 3 support teams while maintaining ownership. Monitor ticket progress and provide regular updates to users. Ensure tickets are resolved and closed within agreed SLA targets. [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word] , [Platform-B...ces SD_SOW | Word] Technical Support Diagnose and resolve common IT issues related to: Windows Operating Systems Microsoft Office/O365 Outlook & Teams VPN Connectivity Password Reset & Account Unlock Active Directory Printer and Peripheral Support Network and Internet Connectivity Hardware and Software Issues [Service De...k Overview | PowerPoint] Customer Service Deliver a high-quality customer experience through professional communication. Provide timely status updates and manage user expectations. Ensure user satisfaction through effective issue handling and follow-up. [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word] Knowledge & Documentation Maintain detailed documentation of incidents, troubleshooting activities, and resolutions. Contribute to knowledge articles and process documentation. Follow standard operating procedures and ITIL best practices. [Service De...k Overview | PowerPoint] , [Platform-B...ces SD_SOW | Word] Access Management Support user account administration activities including: Password resets Account unlocks Access provisioning and de-provisioning Group membership and permissions management Ensure compliance with security policies and access governance requirements. [Service De...k Overview | PowerPoint] , [Platform-B...ces SD_SOW | Word] Required Skills Strong verbal and written communication skills. Excellent customer service orientation. Knowledge of Windows OS, Microsoft Office 365, Outlook, and Teams. Understanding of ticketing systems such as ServiceNow or equivalent ITSM tools. Basic networking and troubleshooting knowledge. Problem-solving and analytical skills. Ability to work in a shift-based and fast-paced environment. Ability to manage multiple priorities simultaneously. Key Responsibilities The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. The role is responsible for logging, categorizing, prioritizing, troubleshooting, and resolving IT incidents and service requests while delivering excellent customer service and meeting agreed service levels (SLAs). The analyst acts as the single point of contact (SPOC) between IT and business users, ensuring timely issue resolution and effective communication. [Service De...k Overview | PowerPoint] , [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word] Key Responsibilities Incident & Request Management Receive and manage incidents and service requests via phone, email, chat, self-service portal, and ticketing tools. Log, categorize, prioritize, and track tickets accurately. Perform first-level troubleshooting and attempt first-call resolution. Escalate unresolved issues to appropriate Level 2/Level 3 support teams while maintaining ownership. Monitor ticket progress and provide regular updates to users. Ensure tickets are resolved and closed within agreed SLA targets. [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word] , [Platform-B...ces SD_SOW | Word] Technical Support Diagnose and resolve common IT issues related to: Windows Operating Systems Microsoft Office/O365 Outlook & Teams VPN Connectivity Password Reset & Account Unlock Active Directory Printer and Peripheral Support Network and Internet Connectivity Hardware and Software Issues [Service De...k Overview | PowerPoint] Customer Service Deliver a high-quality customer experience through professional communication. Provide timely status updates and manage user expectations. Ensure user satisfaction through effective issue handling and follow-up. [Point Of C...Full-Time | Viva Engage] , [SOW# 003 I...t Services | Word] Knowledge & Documentation Maintain detailed documentation of incidents, troubleshooting activities, and resolutions. Contribute to knowledge articles and process documentation. Follow standard operating procedures and ITIL best practices. [Service De...k Overview | PowerPoint] , [Platform-B...ces SD_SOW | Word] Access Management Support user account administration activities including: Password resets Account unlocks Access provisioning and de-provisioning Group membership and permissions management Ensure compliance with security policies and access governance requirements. [Service De...k Overview | PowerPoint] , [Platform-B...ces SD_SOW | Word] Required Skills Strong verbal and written communication skills. Excellent customer service orientation. Knowledge of Windows OS, Microsoft Office 365, Outlook, and Teams. Understanding of ticketing systems such as ServiceNow or equivalent ITSM tools. Basic networking and troubleshooting knowledge. Problem-solving and analytical skills. Ability to work in a shift-based and fast-paced environment. Ability to manage multiple priorities simultaneously. 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. 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