Job Opportunity: Service Desk Analyst

Job Location: Lucknow

Experience: 6 months to 3+ years

Employment Type: Full-time

About HCLTech

HCLTech is a global technology company with over 226,600 employees across 60 countries. We deliver industry‑leading capabilities centered around AI, digital, engineering, cloud, and software, powered by a broad portfolio of technology services and products.

HCLTech works with clients across major industries including Financial Services, Manufacturing, Life Sciences & Healthcare, High Tech, Semiconductor, Telecom & Media, Retail & CPG, Mobility, and Public Services. Consolidated revenues for the 12 months ending September 2025 amounted to USD 14.2 billion.

To learn more, visit www.hcltech.com.

Role: Service Desk Analyst

Key Responsibilities

Provide Level 1 technical support via phone, email, and chat to end users.
Diagnose and resolve hardware, software, and basic network connectivity issues.
Document incidents, service requests, and resolutions using the Incident Management System.
Escalate complex issues to Level 2 and Level 3 support teams and ensure closure within SLA.
Perform user account provisioning and user account management activities.
Deliver remote desktop support following defined SOPs.
Coordinate with internal teams, vendors, and support staff for issue resolution.
Perform root cause analysis for escalated or recurring issues.
Independently resolve tickets within agreed SLA timelines and quality parameters.
Ensure adherence to quality standards, regulatory requirements, and company policies.
Maintain required documentation including standards, configurations, and knowledge articles.
Contribute to value‑adding activities such as knowledge base updates, training freshers, and coaching analysts.
Support continuous improvement initiatives to enhance customer experience, CSAT, and First Call Resolution (FCR).

Skills & Requirements

Excellent verbal and written communication skills.
Hands-on experience in technical support with exposure to networking fundamentals.
Strong troubleshooting skills for client software and end-user computing (EUC) environments.
Ability to prioritize, evaluate, and manage customer incidents effectively.
Willingness to participate in ongoing trainings and departmental development initiatives.
Customer-focused mindset with attention to detail and problem resolution quality.

Eligibility Criteria

Graduation completed (mandatory); no pending backlogs.
6 months to 3+ years of full-time relevant IT support experience.
Internship or apprenticeship experience will not be considered.
Candidates who have attended previous HCLTech recruitment processes for this role may not be eligible.