Service Desk Analyst

7 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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