Service Desk - Senior Analyst
1 Incident Resolution: Handle critical, escalated business tickets and resolve complex technical problems across Windows, macOS, and mobile endpoint devices.nMentorship: Guide and train junior service desk staff, helping them improve first-call resolution rates.Process Automation: Write and maintain PowerShell or shell scripts to automate repetitive administrative tasks and troubleshooting.nSystem Management: Maintain the configuration management database (CMDB), track hardware/software asset lifecycles, and handle access provisioning via Active Directory or Azure AD.SLA Monitoring: Track performance metrics like resolution time and customer satisfaction to meet operational level agreements.
Technical Knowledge: Advanced troubleshooting for operating systems, TCP/IP networking, DNS, DHCP, VPN, and Microsoft Intune or MDM tools.Platforms: Familiarity with IT service management platforms like ServiceNow, Jira, or HP Service Manager.Certifications: Preferred credentials include ITIL (v3 or v4), Microsoft certifications, or CompTIA A+
Good communication and customer interaction
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.
