Job Summary : Service Desk GAM (Generic Account Management) + RDS (Remote Desktop Services)
Job Description : A GAM + RDS Analyst is responsible for managing user identities, access provisioning, account lifecycle activities, and supporting Remote Desktop Services/Citrix environments to ensure users can securely access business applications and systems.
Job Responsibilities : Generic Account Management (GAM) • User Account Administration • Create, modify, disable, and delete user accounts. • Manage shared, service, functional, and privileged accounts. • Perform identity and access management (IAM) activities. • Access Management • Password & Authentication Support • Provision and de-provision application access. • Password resets and account unlocks. • Multi-Factor Authentication (MFA) support • SSO (Single Sign-On) troubleshooting. • Ensure adherence to security policies. Remote Desktop Services (RDS) Support • Support on L1 escalated tickets • Support Remote Desktop, Terminal Services, and Citrix environments. • Troubleshoot user login and session-related issues. • Monitor RDS server availability and performance. • Assist users with remote connectivity issues. • Unlock disconnected sessions. • Reset stuck or frozen sessions. • Support published applications. • Support drive mapping and remote access functionality. • Incident & Request Management • Escalate complex issues to L2/L3 support. • Coordinate with Infrastructure, Server, and Network teams. • Ensure SLA compliance.
Skill Requirement : • Identity & Access Management • Authentication Technologies • Remote Desktop Technologies • Operating Systems • ITSM Tools • Troubleshooting Skills • Incident Management • Ticket Lifecycle Management • Escalation Handling • Queue Management • Team Collaboration • Effective shift handover and documentation.
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.
