Service Desk Analyst Overview: Provide technical support to end users by troubleshooting issues, managing incident tickets, configuring systems, and maintaining documentation. Partner with IT teams to ensure seamless service delivery
First-Level Technical Support: Serve as primary contact for users via phone, email, chat, or in-person; log incidents and manage ticket lifecycle. · Troubleshooting & Resolution: Diagnose and resolve hardware/software/network issues (Windows, macOS, mobile OS, printers, VDI) at Tier-1/Tier-2 level. · Incident & Request Management: Prioritize, document, track service requests and incidents using ITSM tools (ServiceNow) · Escalation & Collaboration: Escalate complex issues to specialized teams (network, security, dev). · User Account & Security Support: Manage Active Directory, password resets, access permissions; assist with security procedures. · Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation. · User Training & Communication: Provide guidance, and status updates to end users
Excellent customer service and troubleshooting skills · Knowledge of ITSM tools, Active Directory, Windows/macOS
Knowledge Base & Documentation: Maintain resolution notes, update internal KB, contribute to support documentation.
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
