Job Description : A Service Desk L1 Analyst serves as the first point of contact for users experiencing IT issues. The role focuses on logging, categorizing, troubleshooting, and resolving basic incidents while ensuring excellent customer service and SLA compliance.
Job Summary : Service Desk L1 (English)
Job Responsibilities : Incident & Request Management • Receive incidents and service requests via phone, email, chat, or ticketing tools. • Log, categorize, and prioritize tickets accurately. • Perform initial diagnosis and troubleshooting. • Resolve first-level issues where possible. • Update users on ticket status. • Ensure all tickets meet SLA requirements. • Follow up on pending tickets. • Escalate unresolved issues to L2/L3 teams with complete documentation. • Monitor assigned queues. • Identify priority and VIP incidents. • Escalate critical issues promptly. User Support • Password resets • Account unlocks • MFA issues • Application Issues • Basic Hardware / Network Troubleshooting • Guiding users through Resolution Steps Customer Service • Deliver professional and courteous support. • Manage user expectations. • Ensure high customer satisfaction (CSAT).
Skill Requirement : • Operating Systems • Microsoft 365 • Active Directory • ServiceNow • Networking Basics • Remote Support Tools • Desktop/Laptop troubleshooting • Printer support • Peripheral device setup
Other Requirement : 24 X 7 Global support
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.
