Service Desk Analyst

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: 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. 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. 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. 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. 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). 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.

HCLTech is a global technology company, home to more than 220,000 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 December 2024 totaled $13.8 billion. To learn how we can supercharge progress for you, visit hcltech.com.