Analyst (Support & Operations)
India
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Job Description
Analyst (Support & Operations)
Lucknow, Uttar Pradesh

Job Summary

We are looking for a proactive and customer-focused Service Desk Executive to handle real-time chat support for our clients. The ideal candidate will be responsible for resolving technical issues, answering queries, and ensuring a seamless customer experience through live chat interactions. Key Responsibilities: • Provide first-level technical support via chat to end-users. • Troubleshoot hardware, software, and network-related issues. • Log and track service requests using the ticketing system. • Escalate unresolved issues to appropriate teams. • Maintain a high level of customer satisfaction through timely and effective communication. • Follow standard operating procedures and service desk protocols. • Document solutions and contribute to the knowledge base. Qualifications & Skills: Education: • Graduate in any discipline (preferably in IT or Computer Science). Experience: • 0–2 years of experience in IT support or customer service (chat process preferred). Skills: • Excellent written communication skills. • Basic understanding of computer systems, networks, and troubleshooting. Classification: Internal • Ability to multitask and manage multiple chat sessions. • Strong problem-solving and analytical skills. • Familiarity with ticketing tools (e.g., ServiceNow, Zendesk) is a plus. Work Location: Lucknow Employment Type: Full-time

Key Responsibilities

We are looking for a proactive and customer-focused Service Desk Executive to handle real-time chat support for our clients. The ideal candidate will be responsible for resolving technical issues, answering queries, and ensuring a seamless customer experience through live chat interactions. Key Responsibilities: • Provide first-level technical support via chat to end-users. • Troubleshoot hardware, software, and network-related issues. • Log and track service requests using the ticketing system. • Escalate unresolved issues to appropriate teams. • Maintain a high level of customer satisfaction through timely and effective communication. • Follow standard operating procedures and service desk protocols. • Document solutions and contribute to the knowledge base. Qualifications & Skills: Education: • Graduate in any discipline (preferably in IT or Computer Science). Experience: • 0–2 years of experience in IT support or customer service (chat process preferred). Skills: • Excellent written communication skills. • Basic understanding of computer systems, networks, and troubleshooting. Classification: Internal • Ability to multitask and manage multiple chat sessions. • Strong problem-solving and analytical skills. • Familiarity with ticketing tools (e.g., ServiceNow, Zendesk) is a plus. Work Location: Lucknow Employment Type: Full-time

Skill Requirements

We are looking for a proactive and customer-focused Service Desk Executive to handle real-time chat support for our clients. The ideal candidate will be responsible for resolving technical issues, answering queries, and ensuring a seamless customer experience through live chat interactions. Key Responsibilities: • Provide first-level technical support via chat to end-users. • Troubleshoot hardware, software, and network-related issues. • Log and track service requests using the ticketing system. • Escalate unresolved issues to appropriate teams. • Maintain a high level of customer satisfaction through timely and effective communication. • Follow standard operating procedures and service desk protocols. • Document solutions and contribute to the knowledge base. Qualifications & Skills: Education: • Graduate in any discipline (preferably in IT or Computer Science). Experience: • 0–2 years of experience in IT support or customer service (chat process preferred). Skills: • Excellent written communication skills. • Basic understanding of computer systems, networks, and troubleshooting. Classification: Internal • Ability to multitask and manage multiple chat sessions. • Strong problem-solving and analytical skills. • Familiarity with ticketing tools (e.g., ServiceNow, Zendesk) is a plus. Work Location: Lucknow Employment Type: Full-time

Other Requirements

We are looking for a proactive and customer-focused Service Desk Executive to handle real-time chat support for our clients. The ideal candidate will be responsible for resolving technical issues, answering queries, and ensuring a seamless customer experience through live chat interactions. Key Responsibilities: • Provide first-level technical support via chat to end-users. • Troubleshoot hardware, software, and network-related issues. • Log and track service requests using the ticketing system. • Escalate unresolved issues to appropriate teams. • Maintain a high level of customer satisfaction through timely and effective communication. • Follow standard operating procedures and service desk protocols. • Document solutions and contribute to the knowledge base. Qualifications & Skills: Education: • Graduate in any discipline (preferably in IT or Computer Science). Experience: • 0–2 years of experience in IT support or customer service (chat process preferred). Skills: • Excellent written communication skills. • Basic understanding of computer systems, networks, and troubleshooting. Classification: Internal • Ability to multitask and manage multiple chat sessions. • Strong problem-solving and analytical skills. • Familiarity with ticketing tools (e.g., ServiceNow, Zendesk) is a plus. Work Location: Lucknow Employment Type: Full-time
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.