Service Desk Analyst

6 days ago


Bengaluru, Karnataka, India HCLTech Full time

Position: Service Desk Analyst

Experience: 6 months - 3 years

Location: Bangalore/Hyderabad

Responsibilities:

  • Perform technical support to client via telephone, chat, emails, or self-service tickets across all geographies
  • Provide hardware and software support to users which includes application supports like MS Office, Citrix, VPN, SCCM, Amazon Workspaces etc.
  • Perform customer call backs as required.
  • Hands on experience on ServiceNow/SNOW/RemedyNow/ any ITSM tool.
  • Managing and Providing support to different LOB's during requirement
  • INTERNATIONAL VOICE PROCESS - MUST

Soft Skills -

Effective Oral and Written communication skills

Troubleshooting

Ticketing tool

Voice process experience

Technical Support

Key Responsibilities:

  1. Technical Support:
  • Provide first-level support for IT issues including hardware, software, network, and operating system problems.
  • Respond to incoming service requests via phone, email, or ticketing system, logging them and prioritizing them appropriately.
  • Troubleshoot and resolve technical issues related to desktops, laptops, printers, and other end-user devices.
  • Assist with password resets, account lockouts, and other user access issues.
  1. Incident Management:
  • Log, categorize, and prioritize incidents and service requests based on severity and urgency.
  • Escalate unresolved issues to second-line support or other relevant teams.
  • Track, monitor, and provide status updates on open service requests and incidents.
  1. Software & Hardware Installation and Configuration:
  • Install, configure, and maintain software applications and hardware devices for users.
  • Assist in setting up new users' accounts and workstations.
  1. Knowledge Base & Documentation:
  • Document troubleshooting steps, solutions, and procedures in the knowledge base for future reference.
  • Provide end-users with self-help guides and FAQs to resolve common issues independently.
  1. Customer Service:
  • Provide excellent customer service by maintaining a professional and courteous demeanor while interacting with end-users.
  • Ensure issues are resolved within agreed-upon Service Level Agreements (SLAs).
  1. System Monitoring and Maintenance:
  • Assist in monitoring system performance and help prevent potential issues by conducting routine maintenance tasks.
  • Support software updates, patches, and system upgrades as directed by the IT team.

Required Qualifications:

  • Education: High school diploma, Associate's degree, or relevant certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent).
  • Experience: Proven experience (1-2 years) in a technical support or service desk role.
  • Technical Skills:
  • Familiarity with common operating systems (Windows, macOS, Linux).
  • Basic knowledge of networking concepts (DNS, TCP/IP, VPN, etc.).
  • Experience with Active Directory, email clients, and remote desktop tools.
  • Familiarity with ITSM tools (e.g., ServiceNow, Jira, or similar).
  • Basic understanding of hardware troubleshooting (PCs, laptops, printers).

Key Competencies:

  • Strong problem-solving and troubleshooting skills.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Strong time management and multitasking abilities.
  • Attention to detail and ability to maintain accurate records.

Interested candidate can share their resume at babasuneel.gorre@hcltech.com



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