The Service Desk Analyst serves as the first point of contact for users, providing L1/L1.5 technical support via chat and voice channels while ensuring adherence to ITIL processes, SLA commitments, and information security standards.
Receive, log, and handle incidents and service requests via chat and calls. • Classify, prioritize, and categorize incidents and service interruptions. • Provide first-contact resolution for common service requests. • Escalate complex or unresolved incidents per SLA guidelines. • Track tickets from logging to resolution and closure. • Communicate status and resolution updates to users and stakeholders. • Support operations during change activities with minimal service disruption. • Maintain accurate records and catalog incidents by symptom and resolution. • Assist in tracking service reliability and performance data.
Experience in Service Desk / Help Desk operations (L1/L1.5). • Strong chat and voice support skills. • Knowledge of ITIL Incident and Request Management. • Experience with ticketing tools such as ServiceNow. • Strong communication and customer service skills.
Experience in Service Desk / Help Desk operations (L1/L1.5). • Strong chat and voice support skills. • Knowledge of ITIL Incident and Request Management. • Experience with ticketing tools such as ServiceNow. • Strong communication and customer service skills.
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.
