Analyst II - Customer Support Operations(CSO)

HCA Healthcare - India

Location: Hyderabad, Telangana, India
Job type: Full-time

Required skills

Active Directory
Citrix
communication skills
customer service
Jira
mobile device management
service desk
technical support
ticketing
ServiceNow

About the role

Website: hcahealthcare.in
Job details:
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General
Position Information

Reports directly to (Title):

Assistant
Manager - Customer Support Operations (CSO)

Matrix reports to (Title):

As applicable based on functional
alignment

Position
Summary:

We are
seeking an experienced IT Service Desk Agent with 4+ years of hands-on IT
support experience to provide Level 1/Level 2 technical support through chat
and self-service ticket channels. The ideal candidate has excellent
communication skills, a logical approach to troubleshooting, and a strong
customer service mindset. This role requires the ability to efficiently
resolve a wide range of end-user IT issues while working in a fast-paced,
24/7 support environment.

Responsibilities:

Customer Support & Communication

· Deliver
professional, customer-focused support and communicate technical instructions
clearly to both technical and non-technical users.

· Assess
and triage support requests based on user role, department, business impact,
urgency, and established support priorities.

· Adapt
communication and troubleshooting approach based on the user’s technical
proficiency and business needs.

· Maintain
ownership of the customer experience through clear updates, expectation
setting, and timely follow-up.

Technical Support & Troubleshooting

· Provide
technical support through chat, self-service, and remote support channels,
with a strong focus on first-contact resolution.

· Diagnose
and resolve end-user hardware, software, access, and connectivity issues
across Windows laptops, desktops, peripherals, and mobile devices.

· Use
available administrative and support tools to validate account status, access
rights, group membership, permissions, licensing, and authentication issues.

· Troubleshoot
issues related to Citrix, VPN, printers, Microsoft Windows and Office,
network connectivity, password resets, account access, and remote support
tools.

Incident & Request Management

· Manage
incidents and service requests in accordance with defined SLAs, priorities,
and support procedures.

· Take
ownership of assigned tickets through resolution, ensuring timely follow-up
and clear communication with users.

· Escalate
complex or unresolved issues to appropriate support teams with complete
troubleshooting details and documentation.

User & Device Administration

· Perform
user account administration and access-related activities in Active
Directory.

· Support
Microsoft Exchange and Microsoft 365 user administration and troubleshooting.

· Support
and troubleshoot Mobile Device Management (MDM) solutions and managed mobile
devices.

Service Quality & Knowledge Management

· Maintain
clear, accurate, and complete ticket documentation, including issue details,
troubleshooting performed, findings, actions taken, and resolution steps.

· Create
and update knowledge base articles and support documentation to improve
resolution consistency and self-service capabilities.

· Identify
recurring issues and knowledge gaps and contribute to continuous improvement
of Service Desk processes and support practices.

Education
& Experience:

· Bachelor’s
degree in Information Technology, Computer Science, or a related field
preferred; equivalent combination of education and relevant experience may be
considered.

· 3–5
years of experience in Service Desk, Help Desk, Desktop Support, or end-user
technical support.

· Hands-on
experience supporting Windows environments, Microsoft 365, Active Directory,
Citrix, VPN, mobile devices, and common end-user applications.

· Experience
managing incidents and service requests within an ITSM/ticketing environment
and working to defined SLA targets.

· Experience
supporting user access, account administration, permissions, and
authentication-related issues.

· Experience
supporting global customers and working with users across different regions,
cultures, and time zones.

· Strong
verbal and written communication skills, with the ability to explain
technical information clearly to both technical and non-technical users.

· Experience
supporting users in a fast-paced, customer-focused, enterprise environment.

Must Have
Skills

· 5+
years of experience in IT Service Desk, Help Desk, Desktop Support, or End
User Support.

· Strong
hands-on experience supporting Windows laptops/desktops, Citrix, VPN,
printers, Active Directory, Microsoft Exchange/Microsoft 365, and Mobile
Device Management (MDM).

· Experience
with ITSM platforms such as ServiceNow, Jira Service Management, or similar
tools.

· Strong
troubleshooting skills across hardware, software, connectivity, user access,
permissions, and authentication issues.

· Experience
supporting global customers in a fast-paced enterprise support environment.

· Excellent
verbal and written English communication skills, including the ability to
provide clear technical guidance to non-technical users.

· Must
be willing and able to work in a 24/7 operations environment, including
rotating shifts, weekends, public holidays, and overnight support based on
business requirements.

Nice to
Have Skills

· Prior
experience in healthcare, global capability center operations, shared
services, or a highly regulated environment.

Licenses,
Certifications & Training:

· ITIL Foundation certification or formal training in IT Service
Management preferred.

· Microsoft, ServiceNow, or other relevant technical certifications are
an advantage.

· Relevant training or certification in desktop support, Microsoft 365,
Active Directory, or end-user technologies is preferred.

Knowledge,
Skills, Abilities, Behaviors:

· Strong
knowledge of Service Desk operations, ITSM processes, SLA management, and
customer support practices.

· Logical
and structured approach to troubleshooting, problem-solving, and issue
resolution.

· Strong
customer service orientation with a focus on ownership, responsiveness, and
first-contact resolution.

· Ability
to assess and prioritize incidents based on urgency, business impact, user
role, and established support priorities.

· Strong
documentation and organizational skills with attention to detail and
accuracy.

· Ability
to manage multiple priorities independently while collaborating effectively
with global teams and stakeholders.

· Adaptable,
proactive, and comfortable working in a fast-paced environment with changing
priorities.

· Demonstrates
accountability, professionalism, reliability, and a continuous improvement
mindset.

Click on Apply to know more.

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Analyst II - Customer Support Operations(CSO)

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