Senior Analyst – Service Desk
- Posted 29 days ago
- Over 200 applicants have applied
Job Description
Key Responsibilities
- Provide Level 1 remote desktop support through phone, email, and chat.
- Diagnose and resolve hardware, software, and network-related issues within defined SLAs.
- Handle service desk tickets and ensure timely and accurate resolution.
- Maintain quality standards related to technical support, communication, and process compliance.
- Drive First Call Resolution (FCR) while maintaining required Average Handling Time (AHT).
- Minimize rejected resolutions, reopened tickets, and repeat incidents.
- Maintain high login efficiency and availability.
- Update ticket worklogs, resolution details, and case documentation accurately.
- Follow defined shift and escalation processes.
- Escalate complex or unresolved issues to L2/L3 support teams or technical specialists.
- Contribute to knowledge base updates and other value-added activities.
- Continuously develop technical and process knowledge.
Mandatory Skills
- Service Desk
- Level 1 IT Support
- Remote Desktop Support
- Hardware and Software Troubleshooting
- Basic Network Troubleshooting
- Ticket Management
- SLA Management
- Customer Support
- Incident Resolution
- Good verbal and written communication
Preferred Skills
- Cisco Wide Area Networking (WAN)
- Network Troubleshooting
More Info
Key Skills
Level 1 IT Support
L1 IT Support
Basic Network Support
About Company
HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 March 2025 for $13.8 Billion. To learn how we can supercharge progress for you, visit hcltech.com.
Skills:
Manual Testing, diagnostic tools, software product support, Troubleshooting, SLA-driven support processes, issue resolution, Incident Investigation, logs debugging techniques, incident management processes, defect analysis