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.
