Senior Support Analyst - Level 1
About the role
The Senior Support Analyst - Level 1 is responsible for delivering high-quality Level 1 technical support to clients through phone, email, and chat. The role involves diagnosing and resolving hardware, software, and network issues, ensuring timely ticket resolution in line with SLAs, and maintaining high standards in customer communication. The analyst will also contribute to knowledge base updates and continuous skill development. The position is based onsite at the HCLTech Office in Colombo and requires shift work as per a 24x7 schedule.
Must have
- Strong verbal and written communication skills in English (Arabic proficiency is essential).
- Solid understanding of Windows Operating Systems.
- Experience with remote desktop tools and ticketing systems.
- Basic knowledge of networking concepts and troubleshooting methodologies.
- Strong problem-solving ability with a customer-first mindset.
- Bachelor’s degree in Engineering, Computer Science, or related field
- 2–4 years of IT Service Desk experience
Nice to have
- ITIL certification (preferred)
Technologies
- ITIL
- Windows
Highlights
This is an onsite role at Cinnamon Life, Colombo 00200, with 24x7 shift requirements and adherence to a client-specific calendar. Interested candidates should send their CV to sanduni.wickr@hcltech.com. ITIL certification is preferred but not mandatory.
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