Senior Analyst/Analyst
About the role
The Senior Analyst/Analyst role at HCLTech focuses on providing first-level remote desktop support to end users globally, acting as the initial point of contact for technical issues. The position involves resolving incidents and service requests via voice and non-voice channels, troubleshooting Windows operating systems, Microsoft Outlook, internet connectivity, and basic networking problems. Responsibilities include logging and prioritizing tickets, escalating complex issues, documenting actions, and collaborating with global teams to ensure high service standards and customer satisfaction. The role is set within HCLTech's multinational environment, supporting its mission to deliver exceptional IT services.
Must have
- 6 months 4 years of experience in a Service Desk, Help Desk, Technical Support, or similar role within a global/enterprise environment.
- Proficiency in providing both voice and non-voice technical support to international users.
- Strong working knowledge of Windows operating systems, Microsoft Outlook troubleshooting, and basic networking concepts.
- Familiarity with remote desktop support, standard PC hardware, and peripheral devices.
- Good understanding of ITIL processes; ITIL Foundation certification or equivalent is preferred.
- Experience with ITSM or ticketing tools (e.g., ServiceNow, Remedy) is desirable.
- Excellent verbal and written communication skills in English, with a neutral accent and strong customer interaction abilities.
- Demonstrated problem-solving skills, structured troubleshooting, and the ability to handle multiple priorities.
- Any graduate degree from a recognized institution.
Technologies
- ITIL
- Outlook
- ServiceNow
- Windows
Highlights
Applicants must have excellent English communication skills with a neutral accent. The role supports users worldwide and requires collaboration across time zones. An ITIL Foundation certification is preferred but not mandatory. Any graduate degree from a recognized institution is required.
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