Sr Analyst

Job description

Provide Finnish-language L1 support to CRH end users and serve as the first point of contact for incidents, service requests and standard IT enquiries. The role is responsible for initial diagnosis, first-level resolution, correct routing, user communication and end-to-end ticket follow-up. Key Responsibilities Key Responsibilities • Deliver Service Desk support in Finnish through phone, email, Teams chat and ServiceNow. • Understand the issue in the user’s preferred language and record complete, accurate ticket information in English where required by operational standards. • Diagnose and resolve L1 incidents using approved SOPs, knowledge articles, known-error information and remote-support tools. • Categorize and prioritize tickets according to agreed incident-management definitions. • Resolve standard device, software, account, access, mailbox, Teams, Citrix/VDI, connectivity, print and application-login issues within the approved L1 scope. • Escalate unresolved tickets to the appropriate resolver group with complete troubleshooting evidence and work notes. • Track tickets through resolution and provide users with meaningful progress updates. • Maintain ServiceNow records, including status, assignment, work notes, user communication and resolution information. • Promote self-service and guide users toward approved knowledge articles, FAQs and digital-support channels. • Identify recurring Finnish-user issues, documentation gaps and opportunities for new or localized knowledge content. • Participate in quality reviews, training, knowledge transfer, shift-left initiatives and service-readiness activities. • Support operational SLAs for answer speed, CSAT, routing accuracy, First Contact Resolution and ticket reopen rate. • Comply with CRH and HCLTech information-security, data-handling, quality and service-management requirements. Required Skills • Professional fluency in spoken and written Finnish. • Sufficient English proficiency for knowledge transfer, ticket documentation, operational communication and training. • Relevant L1 Service Desk experience. • Experience using ServiceNow or a comparable ITSM platform. • Knowledge of Microsoft desktop and collaboration services. • Strong troubleshooting, ticket-documentation and customer-communication skills. • Ability to work within a multilingual, multi-location support organisation. Skill Requirements Deliver Service Desk support in Finnish through phone, email, Teams chat and ServiceNow. • Understand the issue in the user’s preferred language and record complete, accurate ticket information in English where required by operational standards. • Diagnose and resolve L1 incidents using approved SOPs, knowledge articles, known-error information and remote-support tools. • Categorize and prioritize tickets according to agreed incident-management definitions. • Resolve standard device, software, account, access, mailbox, Teams, Citrix/VDI, connectivity, print and application-login issues within the approved L1 scope. • Escalate unresolved tickets to the appropriate resolver group with complete troubleshooting evidence and work notes. • Track tickets through resolution and provide users with meaningful progress updates. • Maintain ServiceNow records, including status, assignment, work notes, user communication and resolution information. • Promote self-service and guide users toward approved knowledge articles, FAQs and digital-support channels. • Identify recurring Finnish-user issues, documentation gaps and opportunities for new or localized knowledge content. • Participate in quality reviews, training, knowledge transfer, shift-left initiatives and service-readiness activities. • Support operational SLAs for answer speed, CSAT, routing accuracy, First Contact Resolution and ticket reopen rate. • Comply with CRH and HCLTech information-security, data-handling, quality and service-management requirements. Required Skills • Professional fluency in spoken and written Finnish. • Sufficient English proficiency for knowledge transfer, ticket documentation, operational communication and training. • Relevant L1 Service Desk experience. • Experience using ServiceNow or a comparable ITSM platform. • Knowledge of Microsoft desktop and collaboration services. • Strong troubleshooting, ticket-documentation and customer-communication skills. • Ability to work within a multilingual, multi-location support organisation. Other Requirements Key Responsibilities • Deliver Service Desk support in Finnish through phone, email, Teams chat and ServiceNow. • Understand the issue in the user’s preferred language and record complete, accurate ticket information in English where required by operational standards. • Diagnose and resolve L1 incidents using approved SOPs, knowledge articles, known-error information and remote-support tools. • Categorize and prioritize tickets according to agreed incident-management definitions. • Resolve standard device, software, account, access, mailbox, Teams, Citrix/VDI, connectivity, print and application-login issues within the approved L1 scope. • Escalate unresolved tickets to the appropriate resolver group with complete troubleshooting evidence and work notes. • Track tickets through resolution and provide users with meaningful progress updates. • Maintain ServiceNow records, including status, assignment, work notes, user communication and resolution information. • Promote self-service and guide users toward approved knowledge articles, FAQs and digital-support channels. • Identify recurring Finnish-user issues, documentation gaps and opportunities for new or localized knowledge content. • Participate in quality reviews, training, knowledge transfer, shift-left initiatives and service-readiness activities. • Support operational SLAs for answer speed, CSAT, routing accuracy, First Contact Resolution and ticket reopen rate. • Comply with CRH and HCLTech information-security, data-handling, quality and service-management requirements. Required Skills • Professional fluency in spoken and written Finnish. • Sufficient English proficiency for knowledge transfer, ticket documentation, operational communication and training. • Relevant L1 Service Desk experience. • Experience using ServiceNow or a comparable ITSM platform. • Knowledge of Microsoft desktop and collaboration services. • Strong troubleshooting, ticket-documentation and customer-communication skills. • Ability to work within a multilingual, multi-location support organisation. 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. 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