Senior Analyst – REMOTE DESKTOP SUPPORT
About the role
The Senior Analyst – Remote Desktop Support at HCLTech is responsible for providing first-level technical support to end users globally, handling both voice and non-voice channels. The role involves troubleshooting and resolving IT issues related to Windows operating systems, Microsoft Outlook, internet connectivity, and basic networking, as well as delivering remote desktop support for PCs and peripherals. The analyst will log and manage incidents and service requests, escalate complex issues, and ensure high standards of customer satisfaction. Candidates should have at least 2 years of experience in a similar technical support role, strong communication skills, and a good understanding of ITIL processes. The position is based in Colombo, Sri Lanka, within a multinational IT services environment.
Must have
- Minimum 2 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
The role requires excellent English communication skills with a neutral accent. ITIL Foundation certification is preferred but not mandatory. The position is located in Colombo, Sri Lanka, and supports a global user base. A graduate degree from a recognized institution is required.
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